One Deal A Day : Service mediocrity

I submitted an order 20 days [almost 3 weeks] ago. I submitted proof of payment on which the order no. appears. Prior to ordering you have to provide your details. If I don't persist with inquiries, I'm sure I will never receive my consignment. The agents take forever to respond, I'm told my reference and order number are both wrong. Then why not contact me, when you have all my details. This has happened almost 10 times with previous orders, yet no improvement in the level of service. I'm at my wits end with this organization.