Poor customer service

Having worked in retail myself I have dealt with quite my share of difficult customers and understand that things going wrong is sometimes just the way things happen. What I do not understand is how BT games staff are so blatantly rude to their paying customers when things go wrong. I had placed a pre-order with them and paid the amount 2 months ago only to find out after following up myself that they had cancelled said pre-order. I was never informed of the cancellation, never refunded and now the item ordered is sold out. The way their staff treat you when inquiring is appaling. So here I sit without the item I ordered and paid for waiting "2-10" days for them to now finally process my refund. In a time where digital distribution of games is becoming more affordable and prevalent and having to compete with online stores like Takelot, Loot, etc. I would have thought that they, as a company, would be more focused on interpersonal skills of their staff with customers. My business is not a lot, I have no recourse, but I will never again deal with this company. And I will advise anyone who will listen to do the same. Take your business elsewhere and you are more likely to be treated with respect. Even when things do go wrong.