Sad, poor, pathetic

How can a business still be operating with such poor service?? I ordered a pair off safety boots on the 20th of April and send a email that I need the boots asap as I am leaving the country for work. I also phone them 4 days later to confirm it is on its way. I was told that I will have the boots before Thursdays on the latest ( flying Friday) Friday came and went. Phoned Friday morning, was told the will phone back. 4 hours later no call and I phoned again. Same person answered and did not even felt guilty for not phoning back. I was told they will send it that afternoon. I just canceled the order and ask for a refund. Still waiting for that refund.