Delivery problems

I went to a Russels store in Mkuze KwaZulu Natal to purchase a wodrobe and stove on a Friday afternoon,I was asked to take the one on display I refused because it had loose *****s all over. They said they do not keep stock so I would have to wait till the following Thursday for delivery unless I agreed to pay a certain amount of money which is a delivery fee,then it will be delivered on Monday. I didnt want to have to wait until Thursday as I need to cook with the stove,living on take away is expensive not to mention unhealthy,and also I just moved here so all my stuff that should go into the wodrobe are in boxes which is messy. I waited for the delivery on Monday,it did not happen,i called in and was told they are looking into it,on Tuesday morning I recieved a call saying the report says I was called for a delivery arrangement and I didnt answer when I checked both phones I had no missed calls,but I insisted they should then ask for me to be called again,which again no one called and when I called again the manager said she is making a follow up. On Wednesday I called again to find out when I would receive the items I purchased,I was told they would arrive on Thursday,which is the same day I avoided by paying a delivery fee!!I asked if I could have a refund instead to go buy these else where and I was told I can't even though I have not taken delivery. A lady called me a few minutes ago saying she is from the Russell's warehouse she is arranging delivery which will take place on Friday now,a week later!I was so upset and asked why delivery takes this long,she was very rude and said she doesn't know I must go ask at the store,I told her I did not get answers at the store that's why I'm asking her and she continued to be rude. I asked who I can escalate my complaint to she said the store yet I had told her the store didnt assist me,she continued to ask in a very rude tone who I want help from cos I bought from the store,to which I obviously I answered i wanted details of their head office,she said she doesnt know if they have a head office or not,how is it possible that an employee does not know if their company has a head office or not?all in all horrible service,and I really just want my money back.