Purchased Item not received!!!!

I purchased a Heather on Tuesday to be collected in Bloemfontein. When i purchased the item the Manager checked with the store in Bloemfontein whether they have stock only to find out that they are waiting for a delivery on Thursday and he advised that its best if we collect the item on Friday. When my sister went to collect the item she was told that they could find any do***entation and she looked for the Supervisor by the name of Lucas and he was off duty. I then called the store where the payment was made i spoke with Patrick at 16H00 and he took my nrs saying that he'll look into it and will come back to me. I waited till 16H45 and nobody called me, i called and i was told that Patrick has knocked off already and was referred to speak with Nelson(Manager) and ended up speaking with Jo Anne(Manager). What i'm trying to say is that i still don't have the item as promised and no one wants to take accountability of the remorse. I even asked the Region or Area Managers numbers but was not given the numbers.