Disappointed customer

I made two orders in different dates the other one was supposed to arrive on the 3rd Dec it never came until i followed up only then they told me about the driver that has been ****** im still waiting for a refund they do not communicate with me until now the second order i was supposed to receive it on the 6th and guess what they rescheduled to the 8th with one item missing and they will refund it as always why cant they give me an option to exchange it to another item

They have been good to me but now i dont understand this nonsense