Giftmyemotions.com - Refund not initiated as order cancelled by the company

I have ordered one wooden LED customized alphabet lamp from giftmyemotions.com website for my parents **th wedding anniversary as their website promised the delivery date. For the first time, I ordered something from a new website online only because of that. As it is a customized item that I have ordered they need to be on contact in WhatsApp or phone to know clearly my specifications. But they neither shown interest in asking me or taking it when I myself messaged them.
Then they didn't deliver it on the day it required and that's the worst experience in my life that I couldn't give my parents a gift because of one website's recklessness and indiscipline. Then they told me I can't cancel the order as it's already been finishing.
Then I accepted fate and moved on. I remembered again about the order and called them after *-* days, they told me it's been late and will be delivered in a week. I waited again. I constantly asked them on WhatsApp handle and emails. But there is no reply from that. Sometimes they don't even lift calls intentionally.
One fine day, after lots of calls and messages, they finally told me the order has been cancelled without telling me any simple apology or a reason for it. They didn't even mention the refund also. They told me it will be in my bank account within * working days. Again I called after * working days, they told me it will get refunded. I asked them to send me a confirmation email regarding the refund. They told it will also be sent after * working days. I asked them it's already been * days. They told me then it will be today. Then again they didn't lift any calls from me nor any reply for my emails. They spoke with me rudely and sometimes didn't even care about their consumer's mental pressure. It's been mental torture for me since last month. From not able to gifting my parents on their important day to not getting replies for the amount I paid, its been the worst online consumer experience ever for me. Please don't play with the emotions of consumers like us.