Arrogant consultant and don't take their customers seriously. Poor of work ethic

I bought a few items online on the 12th of August (#***), I did not hear anything from you until the 18th. I received a call that one of the items is out of stock. We agreed on a refund for that particular item, from that day no communication nothing. This morning, I called seeking understanding and they promised to revert with answer. A few hours later, the same lady that called me last calls and tells me the same thing she told me last week that another item is also out of stock, she proceeded as asked if they should remove it from the order and recapture only what was remaining of the order. That's where I could understand because that was the same thing she said last week. When I raised this, she tells me I was supposed to recapture a new order myself, yet I wasn't made aware of that. What's confusing is that she says they want to recapture the order, whereas on the same breath she says I should be doing it myself. She was so arrogant about the whole thing even when I she should just take accountability of where she did wrong. What is more hurtful is that most of the items were on sales during the initial purchase.