Terrible first time buying experience

Your staff is processing a refund incorrectly even after I provided information that proves this. This due to you not having stock of items sold online. Funnily, the item is still listed online to this hour. They want to only refund the price of the items and not include the courier fee that I paid. Could you please get someone involved that can fix this as I have already been inconvenienced heavily. I had to purchase the required items at another provider at additional cost because of this mistake. It seems there is a lot of inadequacy in your organisation. It’s been a terrible first time buying experience.