Incompetence and lack of communication

I purchased a phone via the online store. After 16 days, they advised me that the order was handed over to the courier. I suspected that something was wrong and i phoned the courier. Courier confirmed that they went to the warehouse, just to hear that there was no stock to be picked up. Game sent me a notice(With a tracking number) indicating that the package has been handed over to a courier which is a blatant lie. I have spoken to more that 5 different consultants @ online support and every single one of them had a different story as to where my order is. This is an advanced level of incompetence that i have yet to experience at any another store. Now, the wait starts for the refund to be processed.