Someone stole my shoes

I ordered a shoe from Jet Online on the 22nd of September 2017. Worst. Decision. Ever. The only proof I had was from a screenshot of the order number, no confirmation email was sent to me. The next day the site was under maintenance and supposedly said to be up the next day. This went on for the next two weeks. I repeatedly tried calling the call centre to find out where my order was, however they could not track the order as they were "offline". After multiple escalations I was told they'd contact me on the 9th of October to let me know where my order was. By 4pm there was still no feedback so I had to call them. The call centre agent then tells me that my order has been at Edgars Pavilion since the 28th of September. So two days later I went to pick the shoe up, only to find out that it had been picked up by a stranger. This person had my name and order number. After 3 and a half hours of "investigation", their only solution was to refund me. I just wanted my shoes. Now, a day later, the site is back up and a email has been sent to say my order has been delivered. This may be a coincidence but it all could have been avoided.