Poor customer service online sales

I ordered and paid for a rug online that was on promo on the 11th of January 2025. Three days later a gentleman from online customer care called to tell me it was out of stock. I asked for him to share options of possible replacements within the same price range that was available online so I can switch my order and pay a top up fees if applicable. He agreed, but never bothered to share or communicate with me thereafter. I went to the East London Coricroft store a week later to seek assistance and they were very helpful. We found a rug for the same sale price at a store in Gauteng and the sales assistant submitted a request to online to approve the request so they can get the carpet shipped to East London. It’s been three weeks and online has not approved the request, I’ve been calling for assistance and their customer care staff is not helpful at all. The East London store has since escalated the matter to the online manager, another week has gone by and I still have not received my carpet. At this rate I just want my money back, because seemingly customer service is not a priority at all with online sales.