Dishonest organisation

I ordered a device online on the 10th of May 2020 this based on the advise that I received from a sales rep at the Fourways Mall. He assured my husband and I that the online takes anything between 2-7 days for delivery which we were comfortable with. From the 12th May I started using their track and trace function which showed that there's been no movement, I used the chat function to follow up where I was then told that the sales rep wasn't completely honest with me, it takes up to 14 working days to receive parcels and I was only on day 2. it's been 13 business days and after holding for 30 minutes I am told that a complaint will be lodged on my part as nothing has happened from the day we placed the order which is completely unacceptable. We bought this device to enable our daughter to continue with her online learning without having to wait for one of her parents to borrow her a laptop. This has been a major inconvenience as we are now in exam phase and it's posing a major challenge. We have been ******* by Incredible Connection because when asking for a refund we were then told it would take about the same time as delivery. As parents we are being held to ransom because they will take forever to give us back our money so that we can source the device elsewhere and at this stage we don't even have a clear date when the device will be delivered. I have called them twice this morning and upon holding for 30minutes each time the call center agent Yanga "who refused to share his surname" hung up on me twice.