No Delivery, no communication 😡

I am so disappointed and annoyed with Essops furniture. I made an online purchase 3weeks ago and I haven’t received any communication regarding my delivery. I’ve been calling and they promise to get back to me and no one does. Instead I’m being sent from one department to another. I’m so annoyed and when I asked for a full refund they said they not sure of the process. How can u not know that??? I’m fuming at this point.