Missing order and refusal of refund

I ordered items online, and it's been 2 weeks - still nothing. I am now told that my order is only a day late, and I will have to first wait for it to be delivered to the store, then go in and return the items, and then wait 7 more working days before I can get a refund. Faizel also informed me that I can't contact anyone, besides email and live chat, and that no one can contact me...