No Customer service from Babies r us

Seems like I'm not the only one having problems with Babies r us and their online shop! Made a purchase on 27 November (Black Friday) but didnt receive any confirmation email from them Battled to get through to call center, no response on twitter or email! Finally got through on 3 December and they assured me all is ok After not receiving any update, phoned again on 9 December and was told there is an issue, but will be resolved and I will be phoned to give me an update. Received an email at 20:50 that night with just the sentence "please do note that the refund has been processed accordingly." What does that mean? Am I not getting the products I purchased? Why? What went wrong?!