Disappointed

I have purchased from them a few times. I was impressed as it was mostly swift and easy. Once I received the wrong item and the next day they collected it for return and did not even charge me. But this time, I received part of an order and since then have been waiting for the rest. I have received no updates and there has been no response to my e-mails. There is no information regarding the delay on the shopping portal. There is no option to escalate. This is poor service.