Cancellation of online order hassle

I ordered x2 mattresses online within 48 hours I had some financial issues and decided to cancel the order, I called the lady who assisted me promised to come back before end of business which did not happen, at the moment very frustrated I wanted the process to start asap, the other furniture stores where I ordered the base cancel my order on just 1 call, Cielo being huge I did not expect the kind of service I am receiving, mean according to my profile it shows order not even dispatched I am sitting wondering what could be the problem as product not yet even dispatched or delivered, that process should not take hours but minutes, very disappointed