Absolutely disgusting service

Arc is a high end store, and definitely not cheap. Their service however is beyond pathetic. I placed two orders online, after waiting almost two weeks I received the first order with the two most expensive items not in the package. No documentation, no explanation as to why the order was short, not even an email following up on delivery. I then picked my second order up from their store in Clearwater, only for that order to also be short! Again, no documentation, no explanation and the staff in the store looking at me like I'm stupid when I queried it. I emailed them immediately re both orders. Five days later, still no response. I eventually phoned them today to be told that they need my bank details for a refund. How would I have received the refund had I not called, considering that there has been zero attempt to make contact with me. I am so disgusted with their service that I will no longer be shopping there. I know I am not their only customer, but I have been a loyal one. Let's see how long it takes for my refund.