BOB Shop, is it incompetence or lack of recourses?

My representative at BOB shop was Mary-Anne Whitby.

I have made a card purchase with BOB Shop, I have sent all the details that I could gather regarding the payment and even a message that the store received payment. Yet their administration staff just dont want to relese payment and or the transaction for delivery.

I am not sure if there is lack in customer service training, procedure or if the staff just do not want to assist. I have been with the old BID or BUY, never have I had this horrible service in my life. Would not recomend the new BOB or the incompetence that inveltrated.

Should we bypass BOB Shop?