Delivery of online purchase

My online order was picked up by their "internal couriers" a week ago. Tried to get communication from the Call Centre on 3 occasions, to track my parcel, and all they could tell me is that they will log a complaint. There is apparently no way to get in contact with the "internal courier" and when I asked how long I will wait for my refund if I cancel the order, the answer was that the refund will only happen when they receive the items back at their warehouse......So that might be a while..... seeing that the "internal courier" which by no means can be reached for an answer to this delivery! Useless!!! Last time I am doing business with this company.