Unhappy with service

I bought a oven over black Friday from Boksburg the Saturday and was told stock will be moved to the store by the Monday or Tuesday and if delivered it will be free to my place which is not far from the store so because I work during the day I offered to collect it on Wednesday at 4 o'clock from store as I have a shorter workday and it was agreed that item will be at store awaiting comes 4 o'clock on the Wednesday there was no item and someone have misplaced the document so than I was told but they are still within a 5 day bracket to deliver to me but now I have to pay for the delivery it is no longer free. Someone was not doing his job in the first place and iam not going to take time off to go there again so I requested a refund and to that they also not agreed to.