Poor service

On 8 july 2023 I ordered an item which was meant for my daughter's birthday the 24th of July. Payment was made with order and accepted. Delivery takes between 7 - 10 days. I kept on checking the status of the order, it kept on saying, "order in progress". On 20 july when I checked the status again, it said item cannot be ordered, out of stock. I then sent an email to support, I was then advised that they wait for stock from their supplier, no indication could be given as to when I may expect to receive my order. I then requested for a refund, whereafter I was advises that I would loose 15% of my refund. This was unacceptable as the mistake was not on my side, snatcher failes to indicate that the order was out of stock when I ordered it. After I told support this, they then advised that I will get a full refund. I am still waiting for my refund its been more than 7 days. Very bad service and very dissapointing.