Bad Service - no real concern for pets or pet parents

Very disappointed in the service received from Absolute Pets today. I've always had really great service at their stores, and Courtney at the 3 Arts store goes out of her way to be helpful. Today I needed to order food for my dog who is on a special diet and could not get to the store so I tried to order via the website. After creating my account, I had to change my password four times before it would accept on their website, but okay. Then I needed to link my loyalty card since I am a loyalty member, but there is no way to link it online, so I sent them an email asking them to link it as I needed to place an order. I also tried to contact them on their whatsapp line, but their number (a landline) doesn't work on whatsapp. Over two hours later, I called them explaining that I needed to place an order urgently and needed to speak to someone about linking my loyalty card to my account. I was told that no one was available to help me but that they would call me back. Almost three hours later I received an email asking for my details so they can link my card. Another 4 hours later and I haven't heard back. Needless to say, the work day is now over, and I still haven't been able to place my order. Maybe it sounds like a small thing, but my dog is highly allergic and I cannot buy normal food for him, he is on a very strict diet that has taken almost a year, lots of doctor's visits, and lots of medication to get right. I normally keep extra food for this very reason, but I've been ill and unable to get to the store. You've really let me down, Absolute Pets!