GameStop review: Delivery service / charge

I and my wife recently made a purchase using the on-line App to purchase a game for us and the kids, Grant you we are all adults. As in the past the purchase of the item went without issues. Recently our experience was less than favorable, We both work excessive hours at times and don't have a lot of time to run around shopping or going 30 + minutes out of the way to pick up things we need or would like to have. We ordered the game between 11am and 12pm to have it delivered that day on 11/24/23, this would allow us time to get home have dinner ready, then when we were done the game would arrive and we all could play it together. Delivery was scheduled for same day by 8pm. By 8:30pm to our dismay no game. After several calls to customer service we were finally able to get the number for the store and were told to contact them to find out why the order had not been dispatched. The store, located at 1320 Greenbriar Pkwy, Chesapeake Va 23320, did not answer the phone. the automated system would let it ring then tell you to call back in a few minutes and hang up. After customer service informed me that the store had to refund the delivery fee, after talking to the attendants at store,(mind you there were multiple calls and passing the buck before this), I was told by the store that I had to call the delivery service to get a refund for the delivery fee. Now I call customer service and they finally passed that information on to me, 24+ hours later. This is what concerns me the most, the contract for the delivery service as I understand it, is between the company and Gamestop. I was charged by you for a service that was not rendered, not by a third party. So the undying question is, at what point is it the customers responsibility to approach a third party to request money that was not collected directly from said customer. The information of this is not listed, nor is it explained clearly anywhere for the customer. A receipt allows me to request a refund from the parties in which the exchange took place for a product or service rendered and since no exchange took place between me or the delivery service you use, then at what point would I or any customer have the right or knowledge of this or how to go about it. After working with the manager and associates a the store we finally came to a solution that, after a fashion), that would work and I was able to get my purchase, but wasted time and aggravation of a overly complicated solution, which could have been avoided.