takalot service

i am very disappointed in takelots service. why do they feel they have a right to do what they want when you place an order. 2nd time now its happened. the first was when i ordered sleeping bags and for no reason whatsoever they canceled my order!!!!! and this time i sent an airfryer back asking for a replacement one as the one they sent me was faulty. they refunded me and i sent an email almost 3 weeks ago asking for a diff one and not a refund, with nobody bothering to respond!!!! are they just intrested in sales? how does a person go about sorting this out? do we run after them?