Lost order and bad customer service

I went to russells Queenstown on Saturday morning. I placed an order for almost R30000. They advised me to wait until Wednesday as the floor stock is not good. I then agreed. Today my husband went and the sales lady refused to call her manager that was at the store around the corner as she was washing floors. He asked her to call her Manger and she refused and advised him she don't know where the order is this is the same lady who got the sale for my order. I sent an email to their head office in JHB and haven't received a response. This is bad customer service. This is one store I won't go to ever again.