Flaire L'Amour Bridal boutique

Good day, I am at a loss for words. This company advertise the sale of facial masks. We ordered and paid the money immediately. This being 3 weeks and still no masks. They eventually answered messages (from different numbers as they have blocked our own numbers). Their response being they will refund me the money. This being money that my mother (a pensioner) paid. When asking about this, we received rude voice recordings. Not only yelling over the phone but getting very personal saying I should drink "chill pills". She also made comments about me getting my underwear into a knot. This has been the worst experience I have every had.