Simple online order gone horribly wrong

I have a literal headache from my recent attempted online shopping experience.

Placed order for yesterday (Wed 3 Dec) between 11-12. All confirmed. Payment reserved

Order didn't arrive. I had to phone to find out what was going on, no one contacted me. (On another point, please get more call centre staff - only after 3 separate phone calls at average of 5 mins each holding did someone answer)

Turns out there was a technical error on PnP side. The order wasn't coming and was to be cancelled on your side. All I had to do was redo my order. (big headache, big inconvenience). Was supposed to be contacted yesterday evening to check it was placed and for my new order to receive priority. No one called me.

I called PnP today again to find out what was going on, and to inform that I wasn't going to re-order in light of my previous experience.

They said they would cancel. When asking about my refund/release of pending payment - was told I had to contact my bank to release the funds. Did that, bank said PnP had to contact them. Called PnP back, who said bank is wrong.

In the meantime my blood pressure soared, so I gave up for the day.

Eventually get a call from PnP to see if I received any feedback yesterday. Informed her no I did not and will not be re-ordering. Was asked if the order must be cancelled, although I thought it already was. Asked PnP about the reserved funds, was told it will be reversed. Hope this is right.

Needless to say, I will never try to online shop with you again.