Game - unsatisfactory service related to online purchase

I purchased a gas stove on your online portal on Monday, 5 days ago. I followed up with a call centre agent on day 3, and to my devastation, my order was not traceable with the order number or delivery address. I was told someone will contact me that very same day following an investigation. Needless to say, I never received a call. I contacted the call centre again yesterday, day 4, and the consultant picked up the order number, and mentioned that the stove was in the warehouse awaiting collection by the courier company, which should be today, day 5, or tomorrow, day 6. My experience with this consultant was brilliant. With lack of belief in the Game system, I contacted the call centre again, day 5, and the agent could not pick up my order, he mentioned that there was a massive backlog, to which I responded with the communication from Game is that online deliveries take between 5 to 7 working days. He responds with "some people are waiting for more than 3 weeks". This is seemingly a frustrating experience, firstly, given the value of the purchase and the fact that the funds have been transferred out of my bank account, and yet again, my order is not traceable. Could the system not alert me a massive backlog - this would have prompted to make a purchase elsewhere. Given the need to strengthen the economy in SA, all sales should be valued and customers (no matter how big or small the value of their purchases) should be treated with the utmost of care and valued. Game should identify their online service as mediocre and attempt to optimise it. We chose Game, and for this simple reason, we should be rewarded with excellent, efficient and swift service delivery standards. We could have easily made the purchase elsewhere, which, we have recently done with another retailer and have received brilliant turnaround. Unfortunately, at this point, I do not have the luxury of waiting on a refund to make the purchase elsewhere, and, a stove is an essential appliance, not one of luxury. We would appreciate an urgent investigation into this transaction. In times where cyber security can be compromised, I have to wonder whether I could be a victim. I would appreciate an urgent investigation and response.