Bad Experience with Cotton On Online order

I placed an online order with Cotton On - payment went through and received confirmation e-mail everything. Today, a week later, I still have not received my order. I then contacted Cotton On and was then informed my order was not processed. Why was I never informed about this and refunded? Why did I have to contact them?

I was then hoping that they will help me as the client and then just put the order through and make sure it gets to me ASAP. But, unfortunetly, that did not happen - I have to send them details for the refund and then wait 1-4 business days for the refund. In the meantime, I must then replace my order, pay again and wait another 1-4 business days for delivery (so 2 weeks in total). I then opted from them (after waiting 20 minutes on the phone) if they cannot at least give me free delivery on my order and then make sure it gets sent to me ASAP. Yet again - not happening. The best they can do is have me e-mail them my new order number and then request a refund for my delivery fee - in other words, go through the whole refund process again.

So my big problem is: why must I as the customer suffer for the mistakes of the company? I really feel let down. So I would not recommend Cotton On online ordering since you never know if you are going to go through this trouble. And to add, I have never had these problems with other franchise online stores.