Online purchase delay

I purchased a heater online on " Builders " site, in the beginning of June 2021, still no feedback..on the ststem indicates still in "progress ", but it drstes on website..14 days delivery or collect store. I have made enquiries via your call centre, and still awaiting feedback from last week. Consultants say they will vhevk and call back..no joy. Item hzd been charged for. Please can someone assust and call.