Online order still with store

Online order placed on 25 January early morning. Email received stating delivery by 30 January or 2-5 working days. Update received on 30 January (5 days) that my order has been handed to the courier, Time Freight, which has been closed for 3 years. I followed up on 1 February, operator indicated that they will come back to me. I followed up again on 2 Feb via the chat bot and received feedback that my parcel is with Dawn Wing. I contacted Dawn Wing but was unable to locate my parcel.

I phoned the customer care line once again on 2 Feb. The operator indicated that the communication I received was wrong and that my parcel is still at the store (8 days later). The expected dispatch date is 7 Feb (13 days). I could cancel the order but refunds take an approximate 10 working days.

So, I need to wait at least 13 days for an item that I paid for to hopefully be delivered or wait 18 days to be refunded.

This is unacceptable.