Pathetic service by Incredible connection online in-store collection.

It's been a month since my daughter who studies in Cape Town made a purchase of volcano wireless headphones. They were delivered at a wrong branch but one of your consultants had the nerve to instruct her to call an online number to explain your mistake. She called and was promised that the situation was resolved, that is they be delivered at a correct branch. Unfortunately it was not the case because when she got to the branch there were no headphones. She's home now for vacation in Joburg with no headphones and no refund. As her mother who provides for her, my question is why are you in business? You even had the nerve to tell her the case is closed and you would open a new case. This is way beyond unfair and it is theft as you have her money but she has no goods. We need answers urgently. This has been her worst experience and I would definitely will not let you get away with it.