Terrible service

We bought a fridge at house and home on the 31May2024 and I requested that they keep it I’ll arrange for collection since we Mme’s to take it to Pretoria,they guy that assisted us informed us that they can arrange for the fridge to be collected at the nearest house and home store in manlyn which was nice of him,in about less than two weeks time we called him and requested the collection at manlyn store since it’s close to us,since that day until today Ive made numerous call for an update but each time I don not get a straight answer instead they promise to get back to me of which they never did each time I had to be the one that calls for an update,I’ve escalated the matter to their customer complaint line on the 02nd of July 2024,the manager called me on the 3rd and promised that she will follow up on the matter but since well she has a lot of other things to do she gave her personal contact details and requested that I call/send a watsapp text and find out of which I did on Friday only got one tick until i decided to call her today 06 July and she reported that she has not been at work from yesterday due to personal reasons of which I feel she should have handed over the matter to someone else before she left I feel like the same cycle of me calling and not getting help still continues despite the escalation of the matter,I feel so frustrated that it has been 6weeks now without a fridge that’s fully paid.