MRP Sport Online - ******* if you don't phone them...

I ordered new training gear from MRP Sport online for delivery, and within 35 working days the package was delivered to the store I had chosen to be collected, despite the current COVID-19 pandemic - so I'd like to compliment them on that!

BUT: I had ordered and paid for FOUR items and only received THREE in my parcel. After waiting for more than 5 minutes to speak to a consultant on their customer care line, I was informed that my fourth item was sold out and I would receive a voucher to use in store for the amount of the item not received.

Here is my problem: - I have still not received said voucher. - Why did I need to PHONE to enquire about the item. Why was I not notified?

My question is if I did not phone them, would they just have left it and effectively ****** my money?