Superbalist fails to assist customer

I purchased 3 pairs of sneakers about a week ago from superbalist, paid for it immediately. When the order arrived, 1 pair was delivered as well as someone else's order on my name arrived. So this was obviously an error in the packaging department.

So I contacted them & relayed the story. This was their response : We will arrange for the incorrect item to picked up and will refund you for the other 2 sneakers as we cannot guarantee stock on the item now. Yes we understand its our error, and we apologize but we cannot guarantee delivery of your remaining items.

Really? Is this customer service? I am so upset, I am definitely escalating this further in whatever way I can. As a customer I've done everything on my part, the error was on their side yet they're making it my problem. So I sent countless emails back and forth reiterating that I do not want a refund, for the simple fact that I want the sneakers and if they process a refund, they're closing off my complaint and I'll have to repurchase on full price. And this is totally unfair!

This morning I see, despite my disapproval, superbalist has processed a refund. What kind of service is this???!!!!!

I am so upset! One of their *********** staff members made an error with packaging and yet this is how they resolve the issue.