Horrible Online Customer Service: Failure to Deliver

I recently ordered a TV for my parents on their online platform on Sunday 04 June 2023. The status of the order indicated that I was awaiting verification for the TV license. Since the purchase was for my dad, I had used his details to make the purchase and he had provided proof of ID for me to submit. After 3 days of no communication, I called their customer care only to be told that the order was cancelled because my profile name does not match the details submitted for TV License. Their emails go straight to the spam folder and no one bothers to update this information on their online system or to check with the customer if communication has been received. My order status had not changed online hence I thought that everything was on track. Horrible customer service and online systems. What a fail.