Bad online service and useless consultants1

I have placed an order 10 days ago online and I was told the goods will be delivered in 7 days.

This is the 10th day my order still nowhere to be found I went to design quarters where they assisted me with online order 2days ago and they told me the order already left the warehouse and today I chat with one of the consultant she told me is ready to ship when I call the customer care they telling me the order is still in the warehouse and they can maybe refund of which will take 48hours I don't get their service very poor I had to call customer care myself while these consultant all they can say is the order is ready I am very ****ed can't I be refunded immediately because I don't even know how long is it going to take for me to receive my order after 10 days of waiting.