Lack of oversight with online purchases

I bought anti-virus software online from Incredible Connection as you can't buy it at their stores anymore as a walk-in customer. I chose the home delivery option as it was free and delivery was estimated to be between 2 and 5 days. The online tracking tool said it was handed over to the courier company promptly on day 1. After 7 days, I enquired to find out where my delivery was and was told they don't know because the courier service hadn't updated their delivery schedule. So I logged a complaint and now I have to play the waiting game but they have my money in full and it seems I'm the only one who thinks there's a problem. I doubt I'll use this company in future - definitely not worth it in my opinion. Disappointing service from a company which is supposed to be associated with high tech.