Bash online purchases ***********

Made an online purchase and was told I would receive the items btw 3 to 5 days. I did not receive it. After 10 days I was told the items were in the shop I chose to pick up. I go there and am told the items were sent back. WHEN? HOW? WHY WASN'T I NOTIFIED?? Anyway it's almost a month ago and when I query the refund I am told the items were refunded. I checked my statement to find only 1 item was refunded. What is going on?????