Really poor service

I've ordered from many online places but have never struggled as much as with this place. 8 days ago I placed an order for two items, one being a toy for my daughter who is autistic. I placed the order on a Wednesday. Only on the Sunday did they say my item is not available, but that they would credit me. I then sent a photo of a similar item and asked if that was available. On Tuesday I had to generate another ticket in order to get any response and the agent just said they would send the toy. Nothing about the item I enquired about, so I enquired again. It's now Thursday and I've generated yet another enquiry and still nothing. The toy hasn't arrived and my daughter is so disappointed and to be honest Im really irritated. There is no number one can phone and in the email I asked for someone to phone me as their emailing communications don't work I will not order from them again and I will not recommend them to anyone I know.