TFG online shopping bad service experience

On Monday 15th of June I made an online purchase form TFG stores and by the end of the week some of the items did arrive but one item is still at the warehouse as per their online system tracker and from the online agent. I called asking about it after 10 weeks of waiting but they kept me on hold for more than 10 minutes and never came back to me. Yesterday i called again the agent put me on hold and said he will call back with feedback he never did. The online service is very slow and no one seems to care . My cousin purchased from cotton on Wednesday and by Friday her order arrived. so i do not understand why this much wait if you have items in stores