Absolutely appalling customer service, or lack of

Absolutely appalling customer service, or lack of. They messed up an order which was a Christmas present and I have been trying to get in touch with them for 4 weeks. I’ve sent countless emails, none responded to - they don’t even send Automatic Replies to acknowledge receiving your email - who is in charge of your operating model?! I’ve messaged on Instagram and ignored there too. So disappointed- we have such a good experience in store, but this has completely put me and my family off the company. Don’t shop from the website!!