Pathetic Online Shopping service

I bought a few items from Game online on the 1 May 2020, I understood that there might be swamped with orders and was patient. I was contacted on the 7th May 2020 and told my order was ready to be dispatched I would have the items in a few day thereof. I also sent Game customer services an email on the 18th May 2020 and no reply from them. I was shocked and angered to receive an email from them saying that the order was refunded. On who's instruction? No reason was given on the refund and the funds have still not been reversed. I don't like the service received from them and the delay or lack of communication thereof.