Worst Online Service

I ordered a pair of pants online on the 27th of January. Today is the 6th of February and have not received any updates on the pants. I called in and was told they are still searching for pants from other stores, Ofcourse I'm supposed to just figure that out myself right! I then told the agent to cancel my order and refund me. Then I was told that they can't cancel the order that is being processed, people who want to skrew you over say such things. Then she says I must wait for the order to be delivered then I must again take my time and my petrol to go to the store to return the order! What nonsense is this?