Useless company

On the 29th of May I bought a Geneva M speaker for my girlfriend and collected it at canal walk, after I received it and was enjoying it I decided to order another one for myself which I paid for on my credit card for delivery. However after not hearing anything I phoned the call centre on Monday the 1st where the lady in the call centre informed me that it was only one product per customer and that I couldn't order another one, I therefore said that it was fine and to please refund me which I was told would take up to 5 days. I phoned again on Thursday the 4th to find out what the process of my refund was to which the call centre lady said she would get back to me, which never happened. Now 6 days later I have not heard anything from incredible connection and my order status online has not been updated or anything. I'm just waiting for next week Monday and if nothing has happened or incredible connection has not responded to me I will be heading to the consumer protection commission