Online customer service is the worst

I made a online purchase then by the time it was at the allocated store I was out of the province. I called to cancel the order but was told since the order was already by the store I need to wait for the courier company to take it back to the factory and only then will I get my money. I've called almost 10 times over a period of a month and I keep being told the same the order wasn't cancelled, "the order is still in the store you wanted to get it from" and I'm like how is that possible if I've been calling and being told that it would be cancelled. So much incompetence and people who don't know what they are doing.