Shocking customer service ethic

I have usually enjoyed excellent customer service from my favourite Supermarket chain PNP. But I suppose there are always pockets of excellence & then the rest in all companies.. Having no success in accessing an item on PnP online shopping I contacted PnP for assistance. I filled in a query form on the PNP online shopping website in a red panel headed General Queries. After no less than five submissions still no courtesy of a reply fr PnP management. I stated my telephone number clearly ( ***) and it has a voice mail facility, but still no common courtesy of a reply. Some staff spoil the good reputational standard of theircolleagues.