Poor experience with Makro Online

On the 9th of July I go looking for a particular product on Makro Online, which shows as available. I then even phone Makro online to make sure the product is available before I place the order, which again they confirm the product is available and will be delivered.

Then after seeing that there is no progress on tracking of the order and still shows only as order placed after more than a week, I again phoned Makro online last week. Once again, they confirmed that the product is available and will be delivered by the 24th of July. Then on Saturday the 20th I get a message that my order has been cancelled and I will get a refund within 7-14 business days?

How is it possible that Makro and its partners do not have the systems and processes in place to make sure a product is available when showing it is available for online sale? How is it possible to not make sure, even after a customer follows up twice to make sure and he is still told the product is available and will be delivered. Then after 11 days to realise you do not have the product?