POOR SERVICE FROM TFG AND COURIERIT

I am appalled by the service I have received from TFG and CourierIT. I ordered an Item from TFG, got notification that it was dispatched to the courier company. The company then sent me an sms advising that a delivery would be done on the 26th and that I needed to be available to receive my Item. That same day I did not receive my delivery and when i contacted them the following day the Switchboard Operator(CourierIT in Durban) was extremely rude the 3 times I called and she hanged up the phone on my ear. I eventually called and asked to speak to the Manager and was put through to a gentleman by the name of Ernest. He then advised me that the driver was hijacked meaning clarifying that the item i ordered was inside the vehicle. He then advised me that the TFG Group was advised of the unfortunate incident and another item would be dispatched as a result. I then contacted TFG trying to find out the status of my query only to find that they were not aware that I hadn't received the item and was told that they would have to refund me in 10 working days!!! Totally unacceptable. That Item was ordered because my son had a deadline and to wait 10 working days for a refund before I can make another plan is Unacceptable. I asked for a Manager to get back to me since morning and no one has bothered to contact me......Such Poor service......