Pathetic Service and *********** Staff

I placed an order at mrp and paid the extra money to have the package express shipped. I received my package within 2 days which was awesome but then I find 1 of the items not in my package. I called the online call center to find out what is happening only to find out they have no stock of the item and that a refund has already been processed. At no point was anything communicated to me via email or call and I am being told I can go check a store but the refund will take 5 business days. When I asked why there was no communication I was told there is a delay in their server and that it will still come. When I said this is unacceptable and asked for someone higher I was told there is no one. MRP has very bad service always inconveniencing their customers and have no empathy or urgency to fix the issue and go the extra mile for their customers. As the customer I now have to wait 5 business days for my money and go stand in a long queue to go look for this item.