why is my pickup order taking so long?

I placed an online order to pick up in stores on November 25th with a check in time of 3:30pm-3:45pm. I used a gift card and a credit card to pay. My order status has been stuck on processing for 2 weeks now and I can’t even cancel the order. I’ve reached out for help to cancel the order but they were unable to and I was told that my item will be ready to pick up later that day. It’s been two weeks and I just want my Airpods :( Has this ever happened to anyone else? Is there anything I can do to get my products?