Not an incredible connection. An incredible failure

I ordered a laptop for delivery to a family whose child is writing matric this year. Incredible Connection's website indicates that it will only do deliveries no in-store pick-ups as anticipated with the COVID pandemic. The website also claims that it will deliver items within 10 business days. It's website also says you can track your item. All it has failed to deliver on except taking my payment. It has NOT DELIVERED THE ITEM, and the tracking system is NOT SHOWING me where the item is- the system hangs continuously. Calling customer service has not seen any change and I was not able to get a clear answer where the item is. The representative promised to respond within two days via email or phone. To date, NO FEEDBACK. The laptop, ordered on December 30th, has yet to arrive at its destination. As I write this, I struggle to get clear answers from Incredible Connection, which is disappointing and frustrating.