Problem with delivery of online purchase

i bought a freezer and stove online and paid for it on 18th dec 2018 order # ********** 43. then i got an email saying that eta will be between 3-5 days. (not a problem) on 21st Dec 2018 i got a e-mail from Game online saying the goodies was dispatched and the courier will contact me regarding delivery. Up untill today no courier contact and when i contacted the game online queries department they said that the courier company dont deliver over weekends and over public holidays. agian that was understood but when i contacted them today they said they would escalate this matter to Headoffice as this was a late delivery and they will contact me. again no contact. so even though they admitted and could see on their system it was a late delivery, i the customer was not important enough to contact and say we have feedback or we are still busy with your query. i asked them what the cancellation process was and it was explained that once the stock is back into their warehouse(even though they cant tell me where the stock is)a waiting period of up to 14 days for the money in my account. so now i dont know where my goodies are or if i cancel when i will get my money back. According to the online query staff it was escalated but no one can tell me who is following up as no one is giving me feedback.