Complaining about the merchandise and the retail business

I opened an account, ordered a heater and before I got my order my money was already debited. Then I received my order in someone else's name. The heater was faulty, I took it back at the showroom in ghandi square where I ordered it. The guy called Shane gave me such an attitude and till today my order has not been processed yet. That was in June. Someone from the call center called me telling about the promotions and I told her about my problem instead she ordered something on my behalf and they started to debit my money and I didn't receive the order. I emailed head office until today there's no response. I'm devastated. I've been paying R809 for the things that I don't have. Please help