Let down by Russell's

I ordered and paid for a lounge suite online on 27 November 2020. I was told it would be 3 to 10 working days for delivery. I phoned on the 9th working day and was told it would be delivered by Monday the 14th December. I again phoned on the Tuesday the 15th and lodged a complaint. I was given a reference number and told it takes 24 working hours for a complaint to be processed. I still heard nothing and phoned again after the 24 hours (yesterday). They have now told me they have escalated it to a senior manager and that someone would definitely call me within 24 normal hours and if I don't hear anything to phone again. I am so disappointed Russell's what does one have to do to get service in this country?