Incredible Deception!

I've been waiting for an "essential goods" item for more than TWO weeks now. Call centre seems understaffed, phones are ringing non-stop for 10 minutes and I've tries this about 6 times in the past 3 days, still with no luck in getting to actually speak to someone. From the tracking, it would appear the item is with RTT Logistics since the 14th of May, and yet, still no delivery. At this point all I want is to cancel the order and for them to refund my money, but even this is proving to be more challenging that ever. Worst online shopping experience by far!