Not able to purchase required spare parts

Two weeks ago I started a process to purchase spares for a PVC Pergola and Family 4 Dome tent - the first week the call centre, although a tedious process, got to a place of passing a request on to suppliers at 'Uni-Source' I assume... since then - absolutely nothing!<br> Why do I have to beg and plead in order to spend money with this company?<br> Frustrating and disappointed