VERY POOR SERVICE! Not happy and very no communication from their side. Can the owner or manager of the company phone me!!

I have ordered a fireplace from them as per their website in 2020 October. After 3 quotes and eventualy the invoice of which they demanded the full fee due to the nature of it. They cannot order it from their suppliers if they do not have the full amount. Which we paid immediatly. On which they said they will deliver it within 2 weeks. Never happened. I can also till today never get to speak to the owner or the manager of the company. After, a tedious struggle to just get a status on the making of it and trasnport, i received a few answers, which anybody can tell you are just a brush-off. Eventually the fireplace arrived in December. BROKEN. Because it was not correctly transported. Also that was one of the reasons it took so long, it needed to be crated. Which obviously it was not. New pot ordered middle December. Knowing thats its Xmas time and factories closes. From my side following up again in January. Now they have forwarded my call to the Showroom Manager. He promised and called also to say he will now foloow it up and make it his task to bring me up to dae - this was middle January. Its now the beginning of March. I still have to contact them to follow up - they do not do what they promise. I would like to see what is their excuse this time for not informing me. And I must say I keep getting the feeling of nobody wants to take the responsibility to say what is realy the problem. Perhaps I need to ask a refund! Clearly they cannot deliver on their promises.