Horrible customer service

After waiting 23 days for a bday gift, with no updates or info. I received an email to say my order was not available. They then informed me that they can't refund my credit card. That if I wanted a refund I'd have to send them my bank details. I was promised the refund within 7 days, that of course never happened. This been a huge disaster and unnecessarily stressful. They've altogether stopped replying.