Lack of service

I placed an order with Makro Online for a couch on the 29th of November and it was supposed to be delivered on the 5th of December, and the excuse was that the couches was too big for the courier vehicle, which no one had communicated with me I had to call them numerous times, I even spoke to a manager who promised to call me back. I asked them to cancel the order and refund me my money back and it still has not been done my order still says that the couch is ready to be shipped. You can’t even get through to their finance department or a manager when you ask to speak to them cause the they tell you they can’t give you a contact number for you to speak to them. I fail to understand how a company can advertise items on their website and fail to make sure that their clients receive delivery as stated on their tracking portal. I've received the worst service from them and to this day I am waiting for my order to be cancelled and for them to do a refund.