Delay order

I bought a fridge online last week Friday at Makro crown plaza , I changed from pickup to delivery, it’s been a week now when I call I’m moved from pillar to post. No one is able to assist, worse the lady who I last spoke to asked me what must she do if crown plaza is not picking up their phones. She was less interested most didn’t know what to do. I’m still waiting for my fridge which they said they will deliver and nothing has been done . I thought buying online would be less stressful and fast now I’m stuck