Incredible Connections at it again

I made an online order and after delivery cut off, nothing, almost no communication, all conversation I have is 'sorry for the delay' but no solutions and no 'rest assure'! I logged a complaint and still nothing is resolved! My money is literally up in the air! And a refund is not an option because that will take 10 to 30 days, which might also be working days, because that's the only time they use! I used to call them incredible *******ion but thought I would trust them once again because no one I know had issues! But they let me down once again! It feels like they own you and you must work accordingly to how they feel like working. There is no live tracking of your goods, no ref to check up, even the service they use is a secret! I am beyond myself at this stage!!!