Order failed after they accepted it & payment was taken

Absolutely disgusted at the online service I have received from this company !! I placed an order at 05.52 on 12/04/23 for £85.47 I used £20.00 Build a bear rewards leaving £65.47 to pay which was taken off my credit card immediately
Waited a week heard nothing so rang Build a Bear to be told they couldn’t find my order ?? When I explained about using the £20 rewards off they suddenly found my order but said it had failed ?? Why did it go thru in the first place and you took payment for the £65.47 immediately then ?? Apparently this is a pre payment and doesn’t get taken till it’s shipped. But I have photo screen shot of the payment taken at 05.52. So I have no goods and I,m £65.47 out of pocket for them too ?? Was told it would be passed onto the department who deals with this problem and my rewards vouchers would be returned to my account.
22/04/23 rewards vouchers have been returned to my build a Bear account but no refund or email mentioning it ??
Rang them back up to be told I can’t find any order from you on this date our last order for you was in January 2023
Luckily I had the rewards vouchers returned to my account and he found the order from them explaining the same as I was told last week order had failed Please can I now receive my £65.47 refund then ? Sorry but it takes 10-26 buisiness days for the money to be returned to your bank - WHAT ?? If you still havnt had your £65.47 after this time please ring us back
Shocking Service all round - had I not rang this company Twice to enquire about my order/refund I would Still be waiting to be told “your order failed” and of course Still be waiting for my money to be returned as I am still !!!!