Terrible customer service

Purchased a phone case last year in November. Followed up in Jan, they said the order was on its way and i would have it in 2 weeks.

2 Weeks later I follow up and they tell me the order was cancelled from their supplier.

WHY DO I HAVE TO FOLLOW UP. Should i not be alerted as the customer.

Requested a refund and i am still waiting on that 2 weeks later.

What a fail. Rather order direct from aliexpress.