Waiting 2 months for goods to be replaced/refund call. Shocking, unsympathetic & disguisting service

If I could give you a negative star I would. The service from both your online store and clearwater mall branch is shocking. I placed an order online for a few glasses and a freestanding ashtray. I went to pick up my goods as per the email I recieved. When I arrived, nothing had been placed aside, so it took almost 40 minutes to tell me they couldn't find the glasses and to find my ashtray, which looked like a fork lift had driven into it or someone had actually kicked it in. They told me to come back in a few days and we could resolve. I was understanding as I work in retail myself. I come back a few days later to be told they have my glasses but now no one knows about the ashtray, the manager of the branch, very rudely told me that its basically not their problem but she will order a new one or get head office to call me back to process a refund. This was all in Febuary, its now the end of April and still nothing has been done about this, yet I have paid for this item. The only calls I have recieved to date were trying to sell me some add on policies to my account, i found the agents incredibly rude when I told them I wasnt interested. I was simply told bye and the phone hung up on me. I am sick to death of this, its an ashtray for God sakes, why can this not be resolved without mw having to completely lose my mind & take this further. Try improving your pre and post sales service, you are a household name here in SA and particular employees you have chosen to represent your company are tarnishing your name rather than build it up. If you we could sort this out before 2021 that would be excellent, thanks.