Poor service incredible connection

I ordered items online on 8/5/2020, after numerous attempts to follow up on the delivery of the order, I am told that this is a non essential good and cannot be delivered. I sent an email to process an urgent refund. A few minutes later I received an email that 1 of the items was delivered and to and address that is not even mine! I called in to find out what is happening, I was told that they processed the refund and it should be in my bank acc. Really a refund in a matter of 5 min? What is going on? Do the staff not know what they are doing? Y does your site still allow clients to purchase items that are non essential goods or is it just that your company has not updated the website, because other suppliers regard the items as such!