Your online system allowed me to order a fridge and agree a delivery date of the next day. You did not have stock so delivery could not happen, but your system has no checks in place for such an event. Instead of a phone call to discuss, I was emailed a quote for a more costly fridge with no indication why. I had to call you to find out my fridge was out of stock, and your firm took the money, without the item being available. Having asked for email confirmation that a refund was on its way I had to phone again to chase you for a refund. Better communication would be useful.