Cake Box Derby in Derby

So I placed an order after recieving targeted advertising for Ramadan treats from Cake Box. I placed an order online for 2 box of brownies and 1 box of Khoya Barfi for collection. A short time after I was called by the store who said they could not honour the order due to late delivery. So I suggested that I could collect tomorrow or Friday if it was more convenient but they stated that this was not possible. So I asked if they could transfer my order to one of the other 2 cake box stores in Derby and again they declined stating that this was not possible and a new order would have to be placed directly with that store. So I asked for a refund and was told I would have to wait 5 - 7 working days. This is very poor from a Franchise when they advertise and take payment for an order but can't honor it. If it is not available at a specific store then this should be flagged online as many other online stores do this quiet successfully. If they cannot honor an order due to unforseen circumstances then they should be able to transfer the order to another store especially when it is in the same city as again many online stores also offer this option. Very poor first experience