No Incredible Service from Incredible Connection

I ordered 2 phones online on 29 November. Delivery was meant to be within 5-10 days. On 4 December we phoned for an update, to be told we can only lodge a query when 10 days had passed. On the 10th day (11 December) we phoned again to be told there is no stock and the reason no one had bothered to phone me was because they have Covid. Really? We were promised that someone would get back to us immediately with an answer. We did not hear another word. What ******* service. When do I get my refund? Another 5-10 days? Ever?