The small fry matters

After seeing an ad on FaceBook for funky combi mugs earlier in 2021 I located this company again prior to Christmas to order a set of said mugs for my daughter who would be visiting from USA. After a number of calls, I placed the order and received the invoice on 19 November 2021. The owner of the business was extremely friendly and accommodating. However, by 1 December, nothing had arrived. I requested the waybill to make enquiries via the courier. Nothing was forthcoming. When calling the person concerned I was asked to be patient since all sorts of things had gone wrong and interfered with the running of the business - e.g. ****** phones, house ******ies, etc. I duly waited and receiving no feedback by 9 December, I expressed my concerns about the possibility that they were a **** business. The next day, the mugs arrived (one broken) and the waybill showed that they had only been sent the day before - suggesting that many promises made before had been lies. I immediately reported the broken mug and asked what the protocols were to having it replaced. I received no feedback or response. On 21 December I queried the replacement of the broken mug again. This time to be told not to contact the business until after Christmas since they were closed for the holidays. On 20 Jan 2022, I made the query again regarding the replacement of the mug. No response. I queried again on 24 Jan - no response. My direct calls were also not being answered. On 7 February, I offered to pay the extra postage if necessary. No response. At the beginning of March I called the business number on the invoice and had the phone put down in my ear before I could say anything. I repeated the call and it was explained that the lady concerned was busy with a client and could not take my previous call. However, I was promised that the mug would be on its way in the next couple of days. On 6 March I sent a message to say the mug had not arrived. No response. I called again and was told that the mug had definitely been sent and that the waybill would be sent to me. On 8 March I asked again for the waybill - no response. I received a voice mail asking where I lived so that the mug could be sent with goods supp**** to local businesses. Today, 17 March, I am still waiting for feedback. My daughter has long since returned to the USA with the broken mug and some Pratley's Clear Epoxy to try to repair the mug as a show piece. I am so disappointed at this kind of customer service and will NEVER use this company again.