takes forever to get response & on hold for long

The quality and service seems to be getting worst and worst. I had placed an on line order and not everything was delivered and when i called they said they will arrange only to discover that it has not happened - every time i contact them i have to go through a number of people because assistance is given. I feel that the consultants don't have a good knowledge of the business. they say that they cant locate my emails and have no recollection of any of my calls. Any exchanges is tedious and troublesome.