Poor service in everaspect

My store collection order was placed on the 30th of July 2021 and I have not received any feedback on the status of order, feedback of collection date and I can't track my order. I have contacted OK furniture via email and all my phonecalls holding on for longer then one hour is dropped. I have spoken to Tumizani from the Lydenburg Mpumalanga branch and he can not help me as they still do not have my order ready for collection, or have stock in the store. No help from OK furniture, so how do I cancel my order and get a refund?