Online Babies R Us....non-existant service

I ordered online through the Babies R Us website. When processing the payment online they took off the incorrect amount and then placed the order on hold without letting me know. When I called they informed me and I did an EFT for the remainder immediately. I ended up cancelling the order when they couldn't get me the good in time.(Which they would've been able to do had they contacted me about the payment). I have been trying to get my refund however I get no response from Derusha at their E-commerce Head Office, she has just stopped responding to any queries. It's easy for them to accept payment but not the other way round. And not even a response?!?!?! Horrific service.