Extremely poor service

I ordered my child sneaker on the 17 November.,my order was successfully received by Puma same day. I received another email saying that they will refund me due to unforeseen circumstances, I then responded that it is unfair for them to do that as my 9 years is already excited about her tukkies and they never responded to my email. Today on the 27 November I received another email saying that refund has been processed. Ref no:P***. I really feel Puma SA does not value their customers as they were not suppose to confirm my order in the first place, you can imagine the psychological trauma it will have on my child.