Worst customer experience ever

I have been waiting on my order since 09/03/2018, I got a reference number that cannot be tracked on the courier website, I called the courier and they said the parcel was not even with them yet but the worst is that I called this morning and after waiting to be helped for 30 minutes I was told that the parcel will be delivered to be by 1:30pm latest. It is almost 17:00pm on a Friday and I am still waiting. When I called back this afternoon I get told that I need to call the sales dept after someone helped me at the number I called earlier today. This is ridiculous, your service is bad, I want to cancel and I want a refund!