Missing items from clicks online

I always purchase my cosmetics online since its convenient and most of the time uou are able to get most products in store, recently they have been delivering parcels with missing items and they do not want to account for their mistake instead they blame the stores where you collect. I heard the consultant who was helping discussing with her colleagues that this problem is now becoming common amongst online orders. It took them 4 werks of ups and downs to resolve my issue of which they never did because they hang up the phone while consultant in the store was speaking and never answered our call again. The store had to compromise and take from their stock to replace my missing product.