Unprofessional and Unacceptable

I bought 2 single bed mattresses online in the 18th of October. No feedback received from makro until i called last week to follow up. Wednesday i received an email my order will be delivered yesterday 31 october. No order delivered with no feedback from makro. This morning i received an email my order will have to be cancelled. I called and spoke to a very rude lady that told me the 7-14 day refund process will just have to work for me. Is his how your employees speaks to customers?? Very unprofessional and unacceptable. I asked to speak to a manager and was told she will see if there is someone to get back to me. REALLY??