Worst customer service in many years

On the 25th of November I purchased a product online from Incredible and delivery was stated as 2-5 business days.

Looking at the delivery history, which by the way is not working online right now, attempts to deliver was made several times unsuccessfully with no reason.

I have contacted Incredible on numerous occasions now.

5 December: My first complaint on online chat. 8 December: Another complaint via online chat 9 December: Now requesting a refund via online chat. No answer after 20 minutes of holding on the phone. Autoreply on email. 10 December: Another request for canceling the order and a refund via email. Autoreply 11 December: Confirmation that the cancelation will begin. 14 December: I left for Christmas, not having the gift I purchased. 15 December: Incredible magically delivered the parcel after possibly 10 tries.

Since the 15th I have been in steady contact trying for them to collect the parcel and cancel the order.

1. They want me to physically take it to Incredible for a refund. This is stupid behaviour if this was an online order. 2. They want me to take pictures of the unopened box.

I am NOT going to fly back for several hours to take pictures of an unopened box that should have been delivered on or before the 30th November and 4 days after Incredible acknolwedged starting the cancellation process.

Their customer service channels are clearly incapable of assisting me and it seems they are not claimed on HelloPeter. This will leave me with no option but to try and reach out to the CEO to expedite this process.