Horrible Customer Service

I am dissatisfied with the service I received from Beares Store in Krugersdorp because I went to purchase furniture during there December 2018 and requested or rather arranged for it to be delivered to Rustenburg on the 3rd of January 2019, to which there was no problem regarding this. It was up until the 2nd of January 2019 when I passed by the store to confirm delivery time that I was notified that the Delivery date was changed to the 4th as the delivery truck was not available for the 3rd due to servicing. I went to the store again on the 4th (the delivery date) for time confirmation and I was again informed that my delivery date is moved to the 5th of January; this was really annoying because no one in the store thought to contact me and notify me of the changed beforehand.

My furniture was delivered on the 5th of January as promised and everything was in good condition. However, the washing machine was not on the delivery truck and it is still not delivered until to date. I have called the customer agent who was assisting me on the day of delivery and my calls were not answered nor returned. I then sent her an SMS informing her of the issue and even informed the delivery drivers to pass on the message to her, so that we can sort this out as soon as possible. She then contacted me on Monday, 7th January 2019, and notified me that she is aware of the incident. I then requested that we exchange the washing machine for the base set and since then, I am awaiting the confirmation from her that it would be possible to exchange. I have been trying to contact her ever since and she's not picking my calls and not even returning them. The store phone is constantly engaged. I haven't received such horrible customer service in my entire life.

The issue here is that I feel it is unnecessary for me to be the one after her as I am the customer.