2 months and many promises later and nothing

My mother ordered 2 sets of towels that was suppose to come with 2 free sets of towels. However, when it was delivered on the 31 October only 2 sets were delivered and none of the gift towels were included. We called the call centre who said that the towels will be sent in 10 days and another said the same 10 days after that. The worst part is that even after speaking to both as yet nothing has been received. We then called today to find out that they out of stock and it was decided without notification to the customer to cancel the other towels and not to replace it with other towels. No communication or customer service whatsoever. How do you just cancel a order after you deduct the money? And then do not notify the customer? Especially when the customer orders almost monthly. Worst service ever. All we want is to be refunded and the towels to be collected but apparently that is too much to ask and we have to mail it to them.