Useless Help Center

Let me just start by saying that I think [URL Removed] is a really good online store, I have had over 20 orders and all have been delivered on time and returns have been dealt with quickly and fairly. The one this that is useless is the help center. I have on two occasions in the last month used the online form to request help, once with the status of a return and the second a query about an invoice. Both times I received a confirmation email saying my request will be dealt with as quickly as possible. The first I am still waiting for an answer on, I phoned two days later and got the answer I needed. The second I received a generic answer to telling me to do exactly what I explained I couldn't do in my message, suggesting that the consultant never bothered to read my message properly. I then tried to \rate the service"as suggested on the mail which linked me to a page telling me I couldn't because the ticket is closed out. Who closed it out and why was this done if the issue is not resolved? I still have the same issue"