Terrible service and slow reply on emails

I ordered a spare part for my electric pot. The previous time that I did, it was not a problem and they delivered within a week. This time, I emailed them and received a response a couple of days later only. I paid my invoice and sent the pop through, with no reply, for days. I then emailed them again, enquiring whether they received it, but no response. I then phoned them and the person I spoke to said she made a note of it and sent it to the relevant person, and she was sure I could collect the next day. Received no confirmation of that, because I did not now it was necessary. I drove there the next day, to talk to somebody, but they just wanted to see my confirmation email and sent me away. I emailed and phoned them again when I got home, and I had to resend my proof of payment, I sent it to all the emails I had of them, hoping that somebody would respond. They only responded days later and still asked for my pop. I just received an email now that I can collect it next week, which I can't because we would have left for the holidays by then. Nobody was interested in assisting me and communicating what was happening.Terrible service and no reply on emails from their Spares and Sales departments.