Failure to deliver a service

Web Africa is somewhat quick with placing orders and horrible with arranging delivery of routers and installation of the fibre box. They don’t ask the relevant questions before placing orders to establish if the correct order is placed and if installation is required. It’s been over weeks since I started the process with them, two weeks since the initial payment was made, an additional debit order was collected, the router was delivered after daily follow ups and I still await installation after following up daily. When I enquire on the cancellation process I am advised of a 3-5 days SLA for the router to be collected and 10-15 days to be refunded. The collaboration between Web Africa and Vumatel is a joke and has no sense of urgency.