Game Online *********** service, the nightmare continues

2 weeks ago I purchased an item on Game Online. I STILL have not received my order. Since last Tuesday I have made several phone calls to customer services, I've tweeted, I've Facebooked, I've written a review here. Everyone responds saying they're sorry, that it's unacceptable, that they've escalated it yet nothing happens. They seem utterly incapable of sorting out the problem. After several calls someone finally was able to tell me that my item had been delivered to the wrong person. This seems to be a problem too big to solve for Game Online. Dear Game Online team, this is not rocket science, it's not a hard problem to solve: what good online stores do in this situation is that they send a replacement item immediately, making sure the person gets their order. How and if you try and recover the original missing item with contract courier should not the customer's problem.