Bad service

I ordered online with Bash. I didn't receive my full order. One item was short, on my online order it says item not available. Therefore i assumed it was cancelled and i would be refunded. I emailed truworths, because i don't collect my parcel, a lady collects for me. Truworths emailed me back an forth and insists it was collected. Its either this lady took the item or the item was not available. I know this lady and she always gets my parcels witj no issues. Thankfully i didn't ask her which would have. Been embarrassing. I kept quering and calling Truworths. Eventually they admitted they didn't check correctly and the item is not available. Imagine if i accused someone of *****ing. I spoke to the manager in head office, Robin. I told him what happened he apologized and said he will check in anothr store. From then, which has been more than a month, no reply from him. Truworths states i must send a bank statement to proof i wasn't refunded. I explained bank statemt costs money. So i sent screens shots from the dates they requested whichRobin said was fine. Now someone else emails and says no they need a statemt. Why is customer service so bad. Once you log a complaint, they call and promoise all sorts of things. Then they email to said complaint solved but no followup on the promises.