Lack of feedback and resolution to complaint for 2

On Monday 6July I placed an order online with boardmans for an item to be gifted. The payment was processed on my credit card immediately however the website froze before generating an order number. I phoned the call centre and was passed from person to person for almost 25 minutes and no resolution was made. I then sent an email and received an automated response saying I will be contacted within 48 hours. This did not happen and my husband then had to contact boardmans again. After 3 emails I eventually received a phone call on 14 July saying that Boardmans is aware of the issue as it happened to many people and they are waiting for the technicians to tell them what the next step is yet still no reply as to whether the order will be placed or refunded. The man I spoke to promised to phone me back the next day with an answer. It is now 7 days later and I still have not heard back from them. No order number or proof that I placed the order other than my credit card showing the deduction. What is disappointing to me is that Boardmans has left this for over 2 weeks now, has the money for the product, yet displays no interest in solving customer complaints quickly. Disappointing