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Terrible customer service

I purchased 2 luxury grapefruit candles and decided to purchase 2 more since it's my favorite Nest scent. Well, I noticed the shipment arrived with a scent stick and nothing else. I began sending emails to ask what happened. After some time, I finally received a response back stating the Grapefruit ...candies were out and no anticipated restock date. I was advised I would be refunded. I went online days later added 2 grapefruit candles to my basket and the system was allowing me to move forward with my order. My question, is the grapefruit candle out and why did customer service appear incompetent and nonchalant. Seems to me if I had a consumer willing to spend hundreds of dollars on my merchandise, I'd be a bit more compassionate. I one sent me an email to State I would not be receiving the candles. I advised the representative that it was a Mother's Day gift for my mom. Although I love the orange scent, I refused to reorder due to the poor customer service. I called Nest NYC several times and there was no answer or special instructions for customers during Covid19.