Order stuck in processing

I pre ordered the iphone 13 pro max sierra blut 256go last week (17th) and it's still stuck in processing and when we went yhere today to pick it up none of apple employees or the technicians online could help us. They couldn't even tell us the problem. The payment went through and it is a pick up. Please enlighten me, I am utterly upset about not getting helped by any of apple employees and being turned back home empty handed. The processing should be over since it's been a week since the payment