Shocking delivery experience

my girlfriend bought a couch online 2 weeks ago. Your delivery promise is 5-7 working days!! We've received zero communication from them whatsoever. It's been up to us to call the customer care to find out where ther couch is and when it's going to be delivered. The call centre are rude and refuse to put us through to anyone of authority and just keep giving us a different story about when the couch will be delivered. And if we cancel the order, the refund will take 2 weeks?! After all our calls to the customer care nobody calls us back with any feedback and it genuinely seems like the couch may never arrive. It's incredibly frustrating and by far the worst online experience I've ever had.