Unreliable and unreachable online store

I placed an order containing 2 items on 26th October 2020. I received an SMS the following week advising me to collect one of the items in my order. I went to collect it. Another week passed and still no update on the remaining item. I called the online queries centre, the support agent said that she needed confirmation from the store to find out if the item arrived as the status on the system showed as DELIEVERED. I waited on call for over 7 minutes before it disconnected. I made another call yesterday, this time some other person said that they would call me back before the end of the business day and had me confirm my contact number. No call took place. I called in twice again this morning, both useless agents put me on hold and then disconnected the call. No I didn't run out of airtime or reception. The call ended on the support centres side. I've tried calling again and each time I wait more than 7 minutes before ending the call as there is still no response or answer to my request. I've sent countless emails. I've also tried calling the store i selected as my pick up point- no answer the phone rings and then ends up engaged. This is extremely pathetic and unprofessional. Until now I've had not one bad experience with the online store. I have 2 orders left and it will be my last. This is inconsiderate and sloppy service. And I wouldn't recommend them to anyone. I've spoken to 4 people and not one of them took the initiative to follow up on my query. That shows a lack of care for customers and committment towards giving a good experience. Extremely unhappy. Just hope there is a way to get some form of response. It is me paying for the items. If your company is able to make the platform to purchase items online so efficient, their should be equal effort into making sure that you conclude the process efficiently. You are not doing that.