Bad service

I had a discussion with Bravo agent at 12:25 and 12:32 Friday the 11/12/2015. The discussion concluded that I need to pay an amount of +/- R1,600 in order to receive a mattress. The agent informed me that they are closing on the 15/12/2015 I asked if I make payment will I get the bed before they closed he said he will call me back he just want to check with the store. He called me back to say the store normally don't separate the beds but are willing too in this case. I made payment then on Friday Stephanie (at House and home) said she will order the bed immediately and the orders take 24-48 hours to arrive at the store. Today I get a call from Stephanie to say that my account details have been archived first time I hear of this and they won't be able to give my bed because they can get it past security without the proper paper work. She also mentioned that Bravo is closed and they have not sent a bed and now she can't give me a bed which I don't understand as this was arranged that I will get a bed from the store and not Bravo. I have paid and now I am sitting without my bed because Stephanie said she cannot give me of her stock. What kind of service is this i paid and no bed.