Worst online experience of my life

I recently bought a Hisense fridge 575L french door fridge from Incredible Connection Online on the 9January 2024. It was delivered the next day but unfortunately was not working. It is now the 24 January 2024 and we still haven't been able to return it. I have had numerous calls with the call center and their whatsapp agents to try resolve.

Each call gets an escalation which takes 3 working days to "resolve". After 3 days we phone back and the person is not sure why no one has contacted us. I have asked to speak to the manager with little success.

Note to shops - please don't support online sales if you don't have the setup to support issues and returns.