Not valuing your clients

The service is pathetic, I ordered 2 items online and the other item was the last one available. When I checked out the other item was automatically removed from my cart as a result I had to pay delivery fee which i was not happy with. Sent email auto response indicated will be responded within 24 to 48 hours, only got a response after 2 weeks and it is unbelievable that i was informed I am liable for the delivery fee, I cannot believe the business is willing to loose a valuable client who has been shopping with them for more than 4 years. The return process is slow which i have tolerated for years but after this experience I am done with Zando.