Unfair Treatment from Russels Furnishers

I saw a Lounge Suite that I liked at Russels online, made a Laybuy option (online), got the Laybuy Application confirmation E-mail and waited...

I did contact Russels on the 7th of March, spoken to the lady who, I assume, processes these applications and she told me that she sees my application and that I should recieve a call or an email from her within a few hours.....But that did not happen.

Last week Thursday, on the 17th, I made a call again and I was told she's out on lunch but they will let her know that I called because they took my contact numbers.

Now I don't understand if they're too busy processing applications or what?....but I feel like I have been waiting for too long. I would really appreciate some explanation about how this process works. Today is the 21st of March and I'm still waiting!!..