POOR SERVICE DELIVERY

My fridge which I bought from OK Furniture broke last week the fridge was purchased in 2013 but I have an extended guarantee plan. I have had to throw away food worth over R1000.00. I contacted OK Furniture Wynberg and dealt with Jessica, Jessica in turn contacted the head office who has not come back to her. She confirmed it would take 14 days for them to respond my request to have the fridge collected and repaired. Why would it take 14 days for someone to respond? Is this how they operate? And I in the meantime have to throw food items away? Wasting money that I don't have. I need someone to contact me immediately and get this sorted out. I am not asking for much just my fridge which under a warranty be fixed.!!! If they cannot respond after this complaint, I will then go to the Ombudsman and lodge a complaint with them.