Online ordering system failure and no-care attitude

I ordered about 18 items through game's online ordering system. Not all the items were delivered, although being ticked as being shipped and delivered.

I phoned their customer services centre, explaining that I needed the item right away and could not wait for another delivery, so I bought that item by going into game. I want a refund for that item.

No response, after a very frustrating and lengthy call to their customer services. Poor service. Poor after-sales service. No feedback. Untrained customer services phone line staff. No-care attitude. No quality control and double-checking of and for online ordering system. System needs improvement overall.