I ordered a fish tank and cabinet 3 weeks ago. The delivery was arranged for 13-09-24. 13th arrived and I hadn’t had any correspondence at all. Phoned and spoke to a man that was very helpful, he took the order number and said he would phone me back, as it should be delivered today. He phoned back and apologised, a mistake had been made. That was fine, I know things can go wrong. He said he would get my money refunded straight away. Somebody else phoned after and said he wants to know why on the first phone call, did the man tell me it was supposed to be delivered today!!
I believe If you get it wrong admit it, and move on, don’t try and pull the wool over my eyes, by saying an arrangement hadn’t been made.