Bad service

I Did an online purchase today, the things i order was not in but full amount was deducted, they didn't even phone to ask if i want a substitute of the products that is out of stock. when i phoned to explain, they said the said they dont have that particular product and they will refund it and money will reflect in the next 7days...I am so furious as they could've gave a substitute product, this is bad service and unwilling to help.