Superbalist slacking

I love Superbalist generally but I've noticed a decline in their customer service. I had an item that I ordered and on the day my stuff was supposed to be delivered I got a message to say I would be refunded but the item I ordered was still on the site for sale. I also received an item that was completely covered in dust. When I sent an email about the concerns I was told about stock and how it's dealt with and that it's the sites issue as to why stock is sometimes not distributed but the issue regarding a dusty box wasn't addressed. The shoes that was in the box was for my 84 yr old grandmother who has breathing issues. I'm so glad I changed addresses at the last minute.