Pathetic Service

I made a purchase for a dress and a jeans which was paid for on 10 February 2020. Order# *** I received the dress within a week, but not the jeans. When I tracked my order it showed still in progress and also said that some items might not come together. So I waited an additional 2 weeks. I then logged a service request and received a system reply with reference number ***8, this was on 27 February, no response to date. I even sent an email to complaints department via email, on 06 March 2020. Their website says a response will be received within 3 hrs??? Nothing since last week ... I am getting frustrated at this almost none existent service. I have never had such issues with them before,