Customer complaint that is not yet being solved Still waiting

I made a follow-up on Monday they told me that they will pick up and deliver Monday or Tuesday the guy(Kirk) his name, nothing has happened Tuesday I called they said Wednesday yesterday nothing they don't even bother to call. I'm so heart broken 💔 😢 😞 because I bought washing machine happy but now I can't use the machine I dont get a replacement of the washing machine or my refund this is not good they don't take customer complaint serious and they already lost a customer in me and my friends and family also heart broken "No More' imagine to day I called them again it's a different story now they no longer deliver there's an agent that is dealing my querie and will call a certain store to get my refund, what is this. I also work at head office at finance Tile Africa I sort customer queries with emergency because we don't want to loose customer, we value them.