Poor service from TFG online shopping

Verrrrry disappointed with the service from TFG online. I place an order (p***) on 24 Dec 2022 which was supposed to be a gift for my son's upcoming birthday.

I wrote to the online team on 28 Nov 2022 to enquire about the status of my order as it still showed "packing" on the system. I was then informed that the status has been updated and the order has been handed to the courier. Later the same day I was informed that it has not been handed to the courier yet and I should look out for an update by latest Friday 2 Nov 2022, which was the estimated delivery date.

Friday 2 Nov 2022 - no changes to my order, I then followed up on an email that was sent by Nancy which indicated that my query was resolved and I should rate the service. This was very concerning as there was nothing that was done but just ticking boxes in terms of resolving issues.

I wrote an email on Friday to follow up on the order - all of a sudden the order was returned to the warehouse for the following reason "We regret to inform you that one or more items in your TFG order have been lost in transit and will not be delivered to you. We will be processing a refund for the item/s back to the original payment method you used to pay for your order."

What I don't understand is how do you quickly resolve to processing a refund when I did not request for a refund - The least you could have done is to locate my order and dispacth accordingly.

It is so frustrating when you have been a loyal customer to a brand and have been up to date with your payment and yet you receive this kind of service.

I am still giving TFG a benefit of a doubt that they will resolve this issue as it is not rocket sience to resolve it, but just an individual who failed to use their brain in resolving this matter.