Dead service

Worst ever!!!

I ordered and paid for a bed online after talking to a lady at rhe Randburg branch. She informed me that the longest I would wait for my orders to be delivered would be 5 working days. Due to work constraints and lack of availability over the weekends I had to opt for the online purchase option which was pretty straight forward.

Now the following day I got a call from the lady at the call centre who confirmed my purchase and that I would get free delivery on my order. More than 7 days went by without a word and then I called then it changed to 18 days which I immediately told the lady that that wasn't what I was informed and if I had known I wouldn't have made the purchase.

However, considering that the order was done and paid for I continued to wait, I made the order on the 7th/11/2021 by the time we got to the week of the 21st I chose to follow up to confirm that it would be delivered on the 24th/25th/11/2021. The lady who answered the call now says to me that the bed was damaged and they are in the process of manufacturing a new one... She then sends me options for different beds, both with a lower weight capacity than the one I ordered, which I responded to by stating that I ordered a bed with this particular weight capacity for a reason and these would not suffice. After a back and forth I demanded direct feedback on when this bed would be delivered so that I can can make plans to avail myself for receiving it. I was promised a call back which I never got but I got a text stating,

" Good day My name is Zelda from Clearance Warehouse Africa, we spoke this morning with regards to invoice 29944 Your order will be arriving by the end of the week." (23/11/2021)

In the middle of all this I get sent more screenshots with other beds to choose from, I asked is this going to be at no additional cost because if we as an establishment messed up what's a small write-off to make a client happy?

The end of the week came still nothing. Now I send a WhatsApp message to the WhatsApp number where my invoice came from, and the lady says the bed will be delivered by the 4th. Yesterday 3rd December almost a whole month after ordering and paying for the bed I phoned to confirm delivery for today, "let me check for you sir we should be receiving stock tomorrow." Then she comes back in the line 15 seconds later, "stock will only be arriving next week."

This is all bad, but what bothers me is this;

Why do I have to make the calls to follow up on my order if they are having delays? being in the service industry myself, I know it doesn't work like that, you have to contact your customers before they contact you about issues, I had to do that 4 times.

If the bed is out of stock as I purchased the last one why wasn't the bed marked out of stock once that happened?

Do they just care that money reflects in their account and not so much about rapport?

At then end of the last call I made (3rd/12/2021) I told the lady I want a refund, the lady was indifferent and told me to send her a proof of account which I sent and asked for a proof of payment once done, which she didn't respond to.

I don't want to begged but some interest in keeping my small business would be great. Alas, they as an establishment aren't interested.