Smokes-Spirits cigarettes Internet

I ordered cigarettes online from www.smokes-spirits.com three times. For the first time my order was completed timely. Two other orders were not completed; I received standard e-mail messages:

"Dear Valued Customer: This message is to inform you that we are experiencing Supplier/Distributor issues and do not have the product you have ordered available at this time. We are expecting your product to be available to us very shortly. We can modify your order for another product we do have available now or continue to hold your order. You also have the option of canceling the order for store credit or a refund. Please email us back or call us at 1-866-247-2447 so that we can discuss this issue and the options available to you better. We apologize for any inconvenience this may have caused. Thank you for your patience while we work out these issues. Sincerely, Smokes-Spirits Customer Service".

At the same time, the products ordered were never shown as "Out of stock" items in the web site. The "Warehouse processing" lasted more than one week. No information was provided to customer until his request was sent. 

In the first case, 17 days passed between the order and the refund. In the second case, I haven't received refund up to date (13 days passed). Two my e-mails remained without replies.