Shocking service

Good day I ordered a sliding door and paid full amount:

Next day received a email saying my order has been collected from store. and can track on site.....Great

Went to site and nothing so called help desk.....Was informed they only collected it that day so not entered onto system tried to mail query from site but alas that dont work either... ....3 working days later called again as still nothing on tracking system. Called again and told it still in JHB by agent, I then asked if i could speak to anyone regarding the issue.. they are restrained to give any names and numbers...Why have managers etc in a company if you cant speak to them so they can resolve issues. this is ridiculous and very sad in these times