No delivery for my fridge no refund

This fridge was bought in 2014 and She could not take delivery of this item. She explained the situation to the store manager the day She bought it and they said they would keep it until such a time when She could take it. Now they say She took delivery since they cannot find it on the sytem. this is pure theft! And the audesity to lie to her and pass the buck when the error is on your part!! Very poor and disgusting customer service! she needs her fridge!! Or give her back her money!! Such disgusting behaviour by your manager Verdi shouting at the customer over and above being useless