No sign of our dad's tombstone

In December 2021 we contacted shanelle about a tombstone for my dad,mogamat se**** nanga. Shanelle said there was a promotion going on and the sooner we pay R1200 we can get the promotion for the engraved tombstone and erecting of it. It's march already and we have only been given the runaround eversince. Apparently shanelle is now workin for the eastern cape branch.We contacted them again on Friday 4th march and they got shanelle to call us. She apologized and said she will make good work of it and we will HV it by Fri 11th march. Elvita said it's fine if we want to come down there personally to see the mock up. We went there on today 7th march and then we had to fill in forms that we already filled in via email. Elvita said she will oversee everything and give us a call by 16h30 same day. We phoned her and she was rude and said she was in an hour long meeting...so I asked so what about the rest of the day..did she do anything regarding our dad's tombstone. She got rude and put the phone off in my ear. So I need to know...is this an everyday occurrence..do they con people out of their monies and don't deliver? And what can we do it about it...