Horrible customer service

I paid for for 2 items and only received 1 item and the one I really needed is my child's nappies this was last night and this morning chatting to Kristen who informs me I'll be only refunded in 3-5 working days, So in the meantime what must my child use instead of nappies? This us how she dismissed me

“ Once again, we sincerely apologise for the service provided. If you still have questions or need assistance, don't hesitate to reply to this message. This chat session has now ended.” No resolution at all.