Absolutely terrible service

I placed an order on 7 December 2022 and the order was placed on hold, pending the payment reflecting. No problem there. I then called the Musgrave branch on Monday, 12 December 2022 and spoke with Q, who advised me that the payment was reflected and that the item would be shipped. I have since sent 4 emails and made numerous attempts to reach the Musgrave branch, but no-one answers the phone. I called the Umhlanga branch was told they don't know what to do to help me, because online orders are managed by the Musgrave branch. Noone at ***, respond to emails and it is the 14th today and my order is STILL on hold on the website? No communication whatsoever? I have the delivery address as my work place, as I am not home in the day and thought the item would be here this week, now tomorrow is my last day and I am on leave there after, so how am I supposed to get this item? Do I need to visit the store and make a scene? Do I need to take this matter further? I want some answers on this because this is terrible service and I will not make the mistake of supporting this business again. My order number is #25692. I expect a response.