Bad Experience with Incredible Connection

I have ordered a parcel, if try to track it.... no information. I phoned Incredible Connection not very friendly people. They do not even have a tracking no. They said it is with FEDEX and FEDEX said they don't have it. I don't know what to do. I bought it for a child that never had a Christmas present before. And now it is missing in action. Not happy with the service. They say I must give them 24 hrs to investigate. Christmas is almost here. :(