Unsatisfactory service from customer care online

I have lost all confidence in TFG online. I purchased 4 items on the 24nov online from sportscene it was back Friday deals stock was fine and I checkout my bag the same tym so that I do recieve the items and it does not get sold out. I recieved invoicing all fine. On the 28 Nov the courier delivered 1 item out of the 4 I ordered but as the email generally says that the items may be packed individually so I waited to see if other items would still arrive. I then recieved an email that same morning at 10.35 which showed the status as all 4 items delivered so I panicked thinking that the courier had mislaid the other items as the packaging for the item I recieved was clearly only to fit that bag. But according to courier they had only 1 package for me so I tried calling the customer care online and the line was so bad I couldn't hear the consultant she then promised to call me back. I didn't trust the call me back so I proceeded to email the customer service. I recieved an email back on 29 Nov ticket#404029 from Siphokazi saying sorry you didn't recieve your parcel but a refund will be processed. I then tried to call the customer care again as I didn't want a refund I wanted the items as the were no sizes left and that was Christmas gift for my child. The consultant on the line could only tell me that's it was a pick and pack error and nothing can be done. I received another email later that evening to say we recieved ur returns items being collected. What nonsense is this I didn't return the items I still wanted the items these items were in stock otherwise I wudnt have been able to checkout my bag. I received another email next day to say items refunded and reason next to each item was item not suitable. This is totally unacceptable that I had to lose my items cause of *********** staff that TFG has employeed clearly so one has messed up this order and why do we as loyal customers have to bear the disapointment. Also why send emails to say that I have returned the items when I clearly tried explain to your customer consultant that I still wanted these items.

Vani Very disappointed at the service received from TFG.