Lack of Communication , poor service

I bought a personalised field bar but when it was delivered it was not personalised and I paid for it . Upon delivery I jst got a note of apologies that their engraving machine is currently not working but what happenes to the money I paid to get it personalised and what I didn’t like the most is their lack of communication just a note is not enough they should alreast have called or emailed me to find out if I could wait for the machine till it’s fixed or refund me for the personalisation instead of just sending it as it is and not stating the way going forward .