Hot Topic review: customer service/ online orders august 2015

I am extremely frustrated with the situation that I am dealing with.

I placed an order. I paid for an order. Now, as far as I am concerned, that item is mine. I have paid for it.

It ships. Somehow, between Hot Topic and the postal service and the shipping company, that delivery gets messed up. The package returns to Hot Topic stating that the delivery address is incorrect. (It was not incorrect, I verified with the agent I spoke to that it was the correct address)

I track my package only to discover it has been returned to Hot Topic. I write HT and ask them to please return my dress. I hear nothing. I write again. I get a message telling me that my CC has been refunded. I don't want a refund, I want my dress. I call. I spend 45 minutes before I speak to a human. She tells me that the dress is no longer available.

How is this possible when I already paid for it, it is mine? Why did HT arbitrarily decide that I did not want my dress? If I were running a company and shipped out an order, only to have it returned with an "incorrect address" label, I would contact my customer to make sure of what the customer wanted. I would not assume they did not want it and refund them.

I am very annoyed at the poor customer service! :-(