Online purchase, no product, no feedback, no refund

On the 31st October 2022, my husband ordered a Samsung freezer (Samsung 315L Freezer SS RZ32M71107F) via the Incredible Connection website. He had received an sms stating the freezer will be delivered on 3rd November 2022. The freezer did not arrive. My husband called the tracking call centre that afternoon and was told that it would be delivered by 6pm. Still nothing arrived. The next afternoon an email is received from a online fulfillment clerk stating the following:"Firstly I would like to apologise for only getting back to you now regarding your pending online order. Kindly note that the warehouse confirmed that the stock they have for the Samsung 315L Freezer SS RZ32M71107F that you ordered is damaged.We currently have stock for the below alternative.Kindly advise if you'd like the alternative below or you would like for us to refund you?Apologies for any inconvenience caused." That was the last we have heard from Incredible Connection. My husband rep**** that he is very disappointed in the service as he received an sms saying his order would be delivered on 3rd Nov which it wasn't. The alternative that was offered was a fridge/freezer-we have no need for a fridge freezer. My husband asked if the freezer could be sourced from other branches and that we are waiting for Incredible Connection to deliver the correct order and that he was awaiting a call from a member of Management. We have still not heard back from Incredible Connection. Is this the poor customer service we are to expect where we wait with bated breath not sure if we will ever receive our order. No feedback what so ever and its been 4 days since that last email. Incredible Connection has gone on to advertise that freezer so they do have stock. This is the last purchase we will ever make from this store. Incredible Connection still have our money and no feedback. Perhaps we should consider this as theft and open up a ******** case?