Totalsports and TFG's poor services.

I purchased a soccer ball from Totalsports online, after 10 days they emailed me today to tell me that my refund request was processing. I didn't request a refund nor did I cancel my order. The credit note stipulated that the item was "not suitable". I phoned the called centre (I held on for 40+ minutes) - the assistant told me that the item was to be collected from Clearwater Mall, and that the reason for the automatic refund was because the courier services found that the item was "not suitable". In addition, the credit note excludes the delivery fees. The item I purchased was discounted (black friday) and I visited Totalsports at Clearwater mall today and apparently there was sufficient stock of the item I ordered, and the item was marked back to original price. I am very displeased with Totalsports and TFG's services.