Disgusting, incompetent

Whilst online shopping i came across some free items, i purchased them, paid delivery and thought how lovely to donate these small toys to charity as they obviously being written off or something. Days, weeks follow.. No delivery or word from company.. Eventually after i reach out to them im told it was a glitch and they wont even give me 1 item. On top of that i haven't even recieved my refund foe for the money I did pay.. Just short abrupt replies.. Not even a proper apology or my own money