Bad service

First you guys are out of stock and refunded me which im waiting on the refund for , at the time of my order there was stock and on the day of delivery I get a call to say sorry mam we out of stock which is unacceptable and disappointing as it was for my best friend who’s in hospital. Then i order again and added a special message to my gift and you never added the message to accompany the gift. DISAPPOINTED IS NOT EVEN THE WORD WOOLIES.