No solution to products out of stock

I ordered products online 11 days ago. I was phoned yesterday to be informed that half of the contents of my order is out of stock. So now what? I asked the staff member to send what they have and cancel the rest in order to refund me. No he’ll have to speak to his supervisor. No word again thereafter. Upon e-mailing them I’m told it will take 3 business days to respond to my mail. How is that even possible? Surely you have staff who can reply to an e-mail on a daily basis! First and last order from them.