Terrible communication service

I'm so dissapointed at your service. I placed an order and paid. I recieved confirmation this morning that I can come and collect my order. I drove about 21km to collect my items because I'm desperately in need of them. When I get here I am only told that the most important item is not available. Only now. Why did you send an email that I can come and collect it? And on top if that I can only get my money back in 5 days time. That's not fair. Its nonsense.