Incredible connection's strange online store...

Strange online store procedure. I ordered a product 5 days ago. Their online track and trace does not work so I send an FB message asking someone to update me on the shipping. I was told to call the call centre. When I called I was told that a request was sent to one of their stores and that the store would send the item to me, the operator told me to be patient and that I should hopefully receive the parcel in the next 5 to 7 days. A store on the other side of the company just called to say I must collect my item. I had to then explain that I was a 10 hour drive away and it needed to be couriered. Confusion ensued. This is how not to run an online store....