Frustrated by ******* Service

I placed an order for a tracksuit on the 02 August 2019 only for the track pants to be delivered on the 06 August. I then called the call center around 21 August to check what is going on with the top, to be told it is at a store in CT waiting for the courier to pick it up. a week later still nothing and no call from Markham to keep me updated. I then called on 29th August to follow up only this time I am told my item was lost in during delivery a while back, mind you no one called me to tell me about this, they will now let the accounts department know to refund me my money back. No offer to replace the item or to try find it somewhere else. So basically if I had not called to follow up no one would have called me and they would have kept my money. WOW... If they do not know how to run an online service then they should just not offer it....