Bad customer service and consultants lack of infomation

I keamogetswe,bought a washing machine at fair price letlhabile branch in brits on saturday 04/01/2020,i told them that i will hire my own trasport to fetch my machine at their factory in brits because they say their own transport takes long to deliver.so the lady(Aboleleng Dioka)told me that the factory will be opened on sunday the 05/01/2020 so i paid R350 for transport we went to the factory only to find that its closed .i called their head office told them about my problem they said someone will contact me and even now am still waitting for their call,is fair for me as a customer?