When you pay for something but don’t get it, and the company doesn’t have it available and doesn’t refund you, the word for that is fraud.

They didn’t include the battery pack I paid $20 for. It wasn’t in the bag or anything, which I only realized the next day. When I called asking about it they didn’t have it in stock. But they didn’t offer a refund or anything. So I basically just threw $20 away for absolutely nothing. I have given this store thousands of dollars of my own money. This was an extraordinarily disappointing experience.