CUSTOMER SERVICE NON EXISTENT/NO SENSE OF URGENCY

I went to builders on the 17th of November and bought a stove and wall tiles. We arranged for delivery to be made the next Saturday the 22nd of November. The stove was delivered on the 22nd and I advised the guy that the tiles were part of the order as well, he advised me that he only deals with appliances and “assumed “that the other order will come. On Monday, the 23rd I decided to call to make a follow up and I was told that I will be called back with feedback as the lady said she can’t seem to get hold of someone at the store to assist her??? She took my details and promised to call back but never did!! I CALLED 2 / 3 TIMES MORE AND GETTING THE DAMN SAME FEEDBACK AS I HAVE TO RELAY MY STORY OVER AND OVER AS I SPEAK TO A DIFFERENT PERSON EACH TIME I CALL, I PROVIDE MY DETAILS BUT NOTHING… WHAT KIND OF SERVICE IS THIS, WHY SHOULD WE CONTINUALLY ESCALATE TO GET FEEDBACK FOR SERVICES THAT WE ARE PAYING FOR !!!!