Whats customer service?

i urgently needed to order a valve for my breast pump as mine was lost, so i ordered and arranged that i could collected, i then called the office and asked them please to make this an express pick as my pump wouldn't work. after speaking to one consultant (who never got back to me) said she would arrange it, i called back after an hour, this consultant (a new one, with a bad attitude) then told me i would have to wait 4 hours to which i hung up. then another hour later i contact them again, get put through to another consultant who tells me that he will put an express on it, i received an email confirming this. another hour later and still no feedback, this then causes me to go into a store, buy a whole NEW breast pump for one tiny part. when i called back asking that they change my order from collection to delivery (i would pay the delivery charges) i was told again that this was not possible. Guess what, its 4 hours later and my order is still not ready. they have no customer service and just when you think they will help, they dont. i have never experienced such bad customer service. how they are still open, i have no idea. i will never order from them again and deter anyone who would like to.