Poor service. Do not order from them.

I have had the worst experience. I have purchased equipment for my new business on the 23rd of January 2022. Up till today I have not received it. Their policy states 7 to 10 days delivery. I am now going on to 2 months. A month ago they told me that I have to wait 3 weeks more and if I want a refund I have to pay penalties of 10% and if I proceed and then cancel I have to pay 30%. I had no choice. My order was for R9000 so it's alot of money. I have only had assistance with a customer consultant only if I whatsapped. Management was not helpful. If I knew this was the ethics I would have ordered internationally myself and not get a 3rd party to do it for me. I really need help. Please can I be directed to a senior manager.