No book yet no refund

Pre ordered a book and went to collect it on day of release. I was told the book is in the back and that they can't give it me. I said I'll buy the book now, from the store and i requested to cancel my order. I was told that I can cancel my order but I wont be given my money back because that is policy. There was no manager on duty.

The next day, upon complaining, they said they'll deliver the book. To the surprise of nobody, they delivered the wrong book.