Pathetic service

I ordered a few items for my friend's birthday. They did not deliver all items ordered. They never informed me of this until my friend enquired about who delivered items with no message. When I enquired they said some items were out of stock and they will deliver, no apology, no communication until I enquire. They just tell me that I can get a voucher or refund. What would have happened if I didn't enquire? This is day light ******* and pathetic service.