Disappointing service.

I placed an online order for bulk timber with Leroy Merlin. My order was delivered on the 10th September, however one component of the order was not delivered. I have logged five queries where I was repeatedly told someone would contact me telephonically or by email. To date nobody has contacted me and I still have no idea when or if I am going to receive the balance of my order. I am bitterly disappointed with there service as I have been such a loyal customer for years. There is clearly something very wrong with there supply chain and process flow.