Snatcher failed service delivery

I ordered a product 12th March 2023, Snatcher was unable to fulfill my order. I requested a refund and now they are unable to process my refund due to them having too many orders they need to refund as they could not meet the orders for many customers. I am extremely unhappy, they basically took my money and now can't give me the product or a refund. When prompted if I could rather take a similar product they indicated they can't tell if they have stock for items. How can you succeed if you can't know you have stock, or can get it. If they refunded me then I would just not use them anymore.