Order made over 3 weeks ago not fulfilled with no communication or refund

I made an online order on https://www.sleepmasters.co.za on the 07th of July 2024 and was informed on the 09th that the order would take 10-15 days to be fulfilled and delivered. The order consists of 3 items, a Sealy Rossi 152cm (Queen) Medium Bed Set Extra Length, Sleepmasters 2 Pack Hollowfibre Pillows 45x70cm and Sleepmasters Quilted Queen (152cm) Mattress Protector all amounting to R8,222.00. The 15 days of the maximum delivery time has elapsed meaning Sleepmasters have broken the customer SLA. I have been trying to follow this up by calling their customer care number ***, instead I get referred to different agents who tell me that the complaint *** ) has been escalated to their manager who will call me to provide feedback and resolve the matter. I am still not getting a clear response on what will happen next as they never call me back with feedback.

I am deeply disappointed and gutted as a customer as this reflects a poor and unprofessional service from Sleepmasters. I want my money back and the other two remaining payments on Payflex cancelled. The worst thing is that their physical and online stores are not integrated, so I can not be assisted in store as well, and it is as if they do not care about customers.