Shopping Online - Products never delivered

On the 23rd October I ordered 3 sets for beach towels. I received a notification on the 28th October that the delivery was dispatched. I received the delivery only on the 2nd November and when it arrived, it contained only 2 sets of beach towels and one of the sets was missing a towel. I called the call centre who have since then made only excuses. I have asked for my money to be refunded and have been ignored. I was promised over a week ago that the replacement has been shipped - but still have received nothing. It is almost a month since my order now and I think your service and call centre are pathetic. How about getting your processes, quality control and escalations processes in order before you offer online shopping as you are obviously not equipped for such a service.