Bottles App losing one more customer fast

So over the past lockdown, the service was fine, deliveries went without any problems but the last 2 times i ordered from the service, I had missing items that has been paid for.

I contact support letting them know that the items were missing, and in the response is where my problem came to light: My first order - I got the response of "The items were never ordered" - but the receipt just below SHOWS that the items are there My second order - The app gave me problems, so i proceeded on sending a direct email instead about the missing item, just to get a response "Your order has been delivered" but I didnt get the item in question.

This is unacceptable. If something is missing, there is no shame in letting people know "Oh we will refund" or "Dont worry, we have corrected this and your order is on the way" - don't outright lie on your response for your support purposes. I will be using the app less - not at all in future.