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Order place over three weeks ago and no update on status

Just Moved In

I placed an order on December 27 and three weeks later I have not received an update on the status.  It says the wait is 1 to 2 weeks.  I also paid $413.00 as part of the bring it back program. I sent an email and received a message they will get back to me 5-7 days, what kind of customer service is that?  I am wondering how much of a hassle will it be to cancel the contract and get my money back?