BAD ONLINE EXPERIENCE

I placed an online order ********** 23 on the 22 March 2019 at about 7:42 am. A couple days later I check my online profile and it states - order is complete and a tracking number was provided. When I click on the tracking number it comes up with an error. So I decide to contact forever new. I sent 2 emails to ********** with no reply as to where my order is. As a result of not receiving a reply I phoned forever new. Someone took my details and said they will call me back. That never happen. I called forever new again and finally get a reply via email. The online assisted manager emails me. He address me as Liezl, when that is not my name. He goes on to say that an item I ordered was damaged and he cannot get the item from a store. What I don’t understand, is why this took him 5 days to inform me. I needed these items urgently for a gift on the 31 March 2019. Due to this hold up on my order, I had to inconvenience myself and get a replacement gift. I did reply to the online assisted manager email, but have got no response from him. He was informed that I wanted a full refund into my credit card for the damaged item and I need the rest of my order shipped immediately. Such a reputable brand has such bad online service. A suggestion to all, purchase your items in store. Do not buy online as I see someone else also had the same problem as me. So this is not a once of situation.