Bad Customer Service and Non-fulfillment on promises

As an individual who also works within customer service and fully relates to excessive work loads , having a backlog can happen. However to wait for feedback for a week and a half is not pleasant at all. Last year my order was not shipped within the stipulated time frame as a result I was promised free Priority delivery upon my next order . I then tried to redeem this and sent through numerous mails to Loot with no reply. I even called the contact center only to be told that there is a Backlog and you just have to wait for someone to reply to you. I was then informed that I could conclude my order by selecting EFT for payment and immediate payment will not be required as the delivery will be amended. This could not happen as you cannot go onto the next step without selecting method of payment, Eventually I ended up just paying for the delivery myself as its just not worth the trouble or stress, Just needed to be treated fairly that's all.