Delivery not received

I placed an order for a couch online , received confirmation that it was delivered but I have not received it . I have been calling and emailing to no avail, I keep being told that it is being escalated . This is actually so abusive , so unbecoming, costing me time and money on top of the money that I’ve spent on this order that has not arrived . May I please get my money back , the incompetence is shocking .