Spares department service unacceptable

Our Company Teletronics Standerton has placed orders for spares by Hisense SA. Payment was made for spares on 22/08/2020 and 31/08/2020. According to Lucinda that deals with the spares "that due to unforeseen circumstances spares would only be shipped out on 01/09/2020". We did follow ups on the 04/09/2020 and on 10/09/2020. From 14/09/2020 we phoned everyday, and everyday we were advised that it was escalated to Spares management (Stanley Petersen). We were advised that he will contact us back 3 times. We also can't speak to someone higher up cause they are either in meetings or on telephone calls. Today we still did not get conformation on orders and is requesting an immediate refund. If they are giving this service to an agent how do are they going to give service to a customer.