Game leaves Child Without Napkins!

I am utterly at a loss for words with the service received from Game stores today. I placed an order on the night of the 3rd of August 2022 for Huggies Napkins online for collection in Lenasia, the system indicated there was no availability in Lenasia and recommended Mall of the South as a pick up point. Since I have a family member working around there I chose that option and proceeded to payment. I received my confirmation and all was in order. Today, the 4th of August I logged in to see the status of my order only to find it is canceled. Without any communication whatsoever. I call the store 3 times before finally someone answers, transfers me to another department and the gentleman informs me they canceled my order due to no stock and I'll have to call the center regarding a refund.

I call the call center and offer to even go to collect from a different game or get refunded immediately as I need the Napkins urgently and don't have the funds to purchase it elsewhere. The agent informs me that I have to wait 7 to 10 working days for my refund. I indicate to get that that means that until I get my refund my child will be without Napkins as I only have to last me till Saturday. She says she will see what she can do and call me back. She called me later informing me there's nothing they can do and I just gave to wait the days.

Now I do understand that there's procedures to be followed but in an economy such as today's ever funds are tight and people are BARELY making ends meet this is ridiculous. I do not have the funds to purchase the Napkins as I've paid Game with my allocated funds I had for this expense. I also am highly disappointed in the fact that no one called or communicated to me regarding the cancelation of my order. If I didn't check it I would have still been waiting for the sms to collect it when ready.

A little compassion goes a long way. We place our trust in big retailers with our money. It is INSTANTLY removed from our account when we place the order but now the order can't be honored and the money is tied with them.

I'm at a loss for words.