Online order not delivered from Incredible Connection

I made an online purchase 2 weeks ago on 12/03/2022, and my order was supposed to be delivered in 2-5 days, nothing was delivered until yesterday 22/03/2022. I send them an email complaining on my order which they didn't respond to, but yesterday my online order status was updated to delivered but i didn't receive my order at all. I have tried calling them and am told I must send emails on this. I am not allowed to speak to someone who will give me a proper decision on this purchase.