Very poor service

I placed an online order from a UK retailer, Reiss, who promptly dispatched the parcel. On enquiring as to its whereabouts as it was taking longer than promised I was told that it had been placed on hold as customs were due to be paid. I was fully expecting to pay customs on the items purchased but had no idea how much was due or into which account to pay this. They said their courier, Skynet, had been in touch (which they hadn't). I then tried telephonically to contact Skynet numerous times and was placed on hold for incredibly long periods of time to try obtain this info as no-one from Skynet, their courier, had been in touch at all.. Eventually I got through, was put through to customs and the call went dead. I then resorted to email and emailed a complaint and an enquiry asking for the customs details so I could pay this and got one line answers back asking for my ID and was copied in on my mail being forwarded, no apologies, no niceties. I eventually resorted back to the UK retailer as they were more helpful and they said Skynet said they had contacted me (which they never had not by phone or email) and there was no response so the item was then returned to the UK. I have checked my emails and my junkmail and absolutely no-one had contacted me and Skynet also knew I was desperately trying to myself proactively find out the customs details. The most frustrating experience. Also with my request to have a manager's contact details completely ignored.