Incredible Connection - Worst Experience

Absolute shocking customer service from the online team and even worse from the complaints team. I ordered a printer online, 2 days later I received a call informing me the unit was faulty, this led me to suspect that the printer they has in stock was either a store demo or a open box unit, I am not aware of any online store that opens supposed new goods to “test” nowhere was there any indication on the site that the units was not sealed. I was then informed there was no more stock and an alternative was suggested, the following call informed me that I had to pay in an amount of more than 50% of the original price. I requested that a snr manager contact me in order to discuss the events, in typical fashion without any consideration somebody decided the purchase will be refunded no communication from Incredible, I received a notice from my bank to inform me a refund will be processed…. Logging a complaint with this entity is absolutely useless, wasting the better part of my day to resolve this was met with it has been refunded and will take 10 to 14 days ???? In this day and age of realtime payments ??? None of my questions has been responded to, a complaints team leader (Louisa) responded back with the same notice my bank gave me. Is this seriously a entity you would want to do business with, I shudder to think what would happen if something goes wrong with an item and you had to return it - that is if it is actually delivered. You chose to make online purchases from reputable entities and this is how they treat their customers ?