Missing Item to now my job?

I placed an online order for a new device + pods of which I only received the pods, it was not then communicated that they were out of stock for the colour I selected. I called 13 times sent emails and eventually kept trying the online chat service it initially went great and I dealt with a lovely employee but when following up the next day I got minimal assistance and took ages to get responses from Tara. Nevertheless not cool and not very helpful, customers will understand if there is communication!