Deplorable online customer Service from Builders warehouse

This is the second time within a 6 months that I have used the online service to request cutting and edging of wood from Builders Warehouse and again , no customer service. I sent the request in on the 7th February 2021, I received a reply on the 10th February from Ashraf Damon Customer Contact Centre Agent asking which is my nearest store. Up to today, I have received no reply, almost 3 weeks. later. Builders should not offer an online service if they cannot honor it.

Really disappointed with this , 2nd time in a row... going to have to go to another wood supplier, hopefully with better customer service.