eDreams - online facility that cant provide a simple service

I booked flights online through the edreams website - everything was great for the booking. I realised that there were not bags included with one leg of my trip. I have been back onto the website, and clicked on the button 'Add a bag' the website has been saying this for over a week now - so I called the number it said I should call in order to complete this purchase. Having called the number - I waited on the line (whilst constantly being put on hold) for over 20 minutes. When I complained about the amount of time the call was taking, the call was cut straight to rating the call......so, after a week...I still don't have bags!!!!! reference number RVYQFW - for an online facility - this is really disappointing!