Take a lot losing its lot

What's going on with take a lot? I was promised a delivery next day, the delivery person came twice to my house and delivered the wrong item on both occasions, He promised to return the following day on Sunday and didn't. Take a lot call centre was down the entire day on Sunday nor did I receive any notification of my pending delivery. The items were delivered 2 days later and inconvenienced me immensely. I also recently sent a return that was still under warranty, its almost a month now and I've just found out that the supplier wants me to pay for this item, which I don't understand because the item was still under warranty. Why is take a lot's service so degraded lately, have you made any changes or added partners to your value stream? It is messing up your service, have a look at it asap