Terrible Service from Russells

I bought furniture at Russells online on 17 December 2020, I ordered 6 items. They partially delivered on the order 22 December 2020. A day later I received an email stating that the order was fully delivered when it was not. I logged a call with their resolutions centre via email and I have called several times with no resolution to the issue, they keep telling me one story after another, with one lady even telling I did not pay for the items hence they were not delivered. Then they tell me the query has been escalated to their cape town warehouse (warehouse code BL16). When I called the warehouse on 24 December 2020 they told me they know nothing about this escalation. I have even requested the details of the escalation team leader who's name I was told is Tsepo, he never takes client calls, they kept me on hold forever, I requested his email address and emailed him, to date still no response. No one gets back to you, you are told the query is still in progress and they cant say when it will be resolved. Their call centre agents have such a nonchalant attitude. Such disappointing and frustrating service from such a big company, they clearly have no regard for customers and customer service. To date I do not have the rest of the goods I ordered and have no way of even requesting a refund due to their pathetic processes.