Pathetic customer service

I have been struggling to get a new store card for over a month now. Waited 16 working days, went to go and collect only to find out they never ordered it. After a lengthy conversation with a consultant, they “ordered” the card again only to be sent to a different branch. After taking the day off to come and collect my card, they are now refusing to give me my card with my id and marriage certificate, as it is still in my ****en name. What a waste of time, shocking service.