Order was cancelled with no explanation

I placed two order for Christmas gifts on 30 November, I received the last order that I placed (in terrible condition) but the status for the first order was still "created". I have sent emails and phoned and eventually a very nice lady helped me and she was told that the order was not packet yet after 8 days. Yesterday I received an email stating the order was cancelled with no explanation as to why. After spending an hour + on the phone another lady told me that it was due to no stock and someone should have phoned me first. Refunds take up to 14 days, I now can not buy my family gifts as I gave the money I had to Game.