NWJ Fine Jewellers - Poor Service

So I purchased an item through Layup who gives you time to pay off a item. I purchased a chain through them from NWJ and it's been paid off for sometime now. I only received a email from "Melissa" telling me they on my order getting it ready. For the past week I have been trying tonget hold of NWJ with no success. Their website is down, head office and local store numbers are not working. I rep**** to Mellisas email no response. Today I managed to get hold of the Liberty Mall branch, explained my issue to the store manager, who then called Mellissa and relayed my message to her. The response I got from the store manager on behalf of Melissa is as follows: they are having courier issues at the moment, the best they can do for me is drop my chain off at a NWJ store in Durban." Now considering I live in Johannesburg, how does that option help me? How is their courier issue my problem at this point? Why can't this Melissa person not contact me but rather play the hide and go seek game with me? Is NWJ Fine jewelry store just a joke or a stand up business. Why am I as a paid up client held at their poor business models issue? Also as a customer is this the best service? I pay and then must make a plan to collect because they can't deliver on their end....WOW NWJ this is really poor customer service hey.