When a business go silent on you

I have paid a deposit on the 7th of December for a carport to be erected over my patio and walkway. First of all it was quite strange that I sent through the proof of payment and this wasn't acknowledged on the 11 December I had to send an email through to ask if this was in order and only then I received confirmation of my payment and Paul said he will be in contact regarding the installation early this week and today being a Wednesday there hasn't been any communication . Yesterday I sent through an email to check when they anticipate the installation and I didn't receive a response or phone call so I called their office and spoke to Nicole who said it's best to speak to Paul she doesn't have any information. I have never encountered such appalling service. On their website they pride themselves of being unashamedly ethical.