Bad service

I ordered online and they cancelled my orders as they state there was a system error but why is this only affecting a few people? Other stores honoured orders but the one I chose can’t ? Please note I do not want refund , I want the nappies I ordered. If there was an error on your system why do other stores honour the same orders but mall of Tembisa can’t? Please note I will be escalating this matter to the ICASA if I don’t get the order I paid for .