Website is not user-friendly at all!

My experience with their website and shopping online was really unpleasant. There was glitch when I purchased an item, with no proof of my order anywhere or any email sent after - yet the money left my bank account. I spent the day querying this thinking I was being ****med - not one person helped me until I threatened to take it to social media. Their online setup is not user friendly at all! Also, I don't understand the point of having a live chat if the agents can't directly help you and only refer you to someone who can only get back to you days later - you might as well just call the call centre for a quicker response.