Cotton on non existent customer service!

On 6/9 I ordered two personalized towels for my nephews, delivery was prompt but they spelt my nephews name wrong! I was told they do not exchange personalized items and after some discussion about it being their error I was refunded. On 4/10 I reordered the towel, on 10/10 I was informed it was on its way! When no delivery arrived I queried it and was told my parcel had been ****** and I needed to wait for the insurance claim to be finalized before I could re order! After more to-Ing and fro-Ing a new order was placed on 20/10 by cotton on customer service. On 4 November I finally got notification that the order was on its way! When it never arrived I went to track it to find the tracking number was invalid! So once again I contacted Cotton on. I was told it was still being personalized and had not been sent yet! I was told it takes 7-14 days for personalized orders! We were already on 20! After a very frustrating day of calling I was told that in fact no one knows where my parcel is- and no one actually cares!