How Unfortunate

I placed an order with the Sweetie Shop and before the order arrived I got a mail saying one item was out of stock and that this wouldn't be delivered and that a small complimentary gift would be put in its place to which I happily asked if this could be refunded and that would be fine. When the order finally arrived there were melted candies, no complimentary gift and additional items were missing. I contacted them and they were very apologetic and I requested that the initial missing item be refunded along with the additional missing ones. After an apology and no feedback, the additional missing item was delivered with a 'complimentary gift' and I contacted them again to ask them to please refund the first item that they still never delivered. I then get a mail saying they are sorry for the inconvenience and ask for my banking details which I provided then I never hear from them again. They provide no confirmation and the money has still not been refunded. I think the communication and service has been shocking and it's unfortunate because I think it's a great idea with great products and I even think that I may be an exception to what their service is generally but it has been handled really badly and I am exceptionally disappointed.