Terrible customer experience

On the 24th of June I placed an order online for a gift (boots) to be delivered to a family member in New Zealand, which were meant to be delivered on the 27th of June. It was a New Zealand website address so all seemed to be in order. The 27th comes and goes with no delivery. I fill in the contact us form on the website numerous times post that but I don't receive a single response from the website and there are no other contact details. (No email address, no phone number, no physical address)

On the 6th of July I give up and I make contact with FNB to dispute the payment as I assume I have been ****med. Surprisingly on the 9th of July I get word from NZ that something has arrived but what has arrived is absolute ******* and a total misrepresentation of what was ordered (via China mail so clearly a cheap knockoff). I send a 2nd email to FNB updating them that the **** merchandise has arrived and I include pictures of what was ordered and of what was delivered.

I hear nothing from FNB on either of my emails, not even an automated response. My patience is getting tested but I hold it together and wait. Today I received a phone call out of the blue saying they received my claim and they will not be assisting me with my dispute until I return the goods. I explain to them I can't return them as I have no means to make contact with the website as there is no phone number, no physical address and no email address, only a contact us form which goes unanswered.

After pleading my case to 3 different people all I hear is the same response, "you need to return the goods first", to which I respond "how". This same circle is played out over and over again.

I ask if they can give me contact details of the merchant and they say no. I ask them if we can proceed with the dispute with the undertaking that I will return the goods once/if the merchant makes contact after the dispute and they say no. I ask them for any other suggestions in how I can solve this and they say no.

As their customer I feel these guys are meant to be protecting my interests yet clearly they feel differently and are happier to protect a distant manufacturer of **** merchandise.

"How can we help you" seems very misplaced.

My score card:

Dispute logging procedure = 1/5 Had to fill in a paper dispute and scan it in. For a bank that positions itself as the leader is banking innovation this seems archaic. They are happy to sign up an investment account with a few taps on a mobile app but when it comes to getting money out then we go back in time.

Keeping customer informed = 0/5 Pathetic experience as far as follow-up communication from the bank was concerned.

Call center agent = 2/5 I might as well have been speaking to a parrot. If your agents cannot / will not give you any more information when compared against an IVR system why even bother employing them in the first place. He should only have gotten 0/5 but he he did bear the brunt of me losing my cool so he gets some consultation points.

Supervisor = 0/5 Committed to phoning me back with an update but obviously didn't. Broke from the parrot routine briefly to blame VISA but then brushed me off much like the agent did.

Private banker = no answer

Private clients call center = 1/5 Proceeded to argue with me, explaining that their process was totally logical and that because I received the goods it "complicates matters". Again no solutions offered.