Extremely poor online service

I made an order on the Makro app on 27th April, on the 6th May I got an email stating my order has been packed, I called customer care today (19-05-2025) they’re saying they are out of stock. My question is why did I get an email stating my order has been packed if there was no stock available? How do you accept an order if you do not have the item. I had a similar issue last year August, I had to cancel and get my refund. Poor online service!!