I had same issues with failed delivery and even worse customer service. And full of frustration was about to leave a terrible feedback to deter anyone else experiencing the same when even speaking to a manager in customer service the experience got even worse.

Instead I researched the company and found a new board of directors being appointed as of Oct 2019.
Although I wasn’t giving it much hope, to receive any response, I sent them an email directly as I did not want to believe a new management would turn a blind eye to what had seemed to be a widespread issue within the company and could mean the make or brake of the future of the company.

Pleasantly surprised, I got a response and also had a new customer service manager (Louise) appointed to deal with my case (indicating there may be only one or two bad apples amongst the customer service management rather than being it a widespread issue).
Furthermore, a member of the top management, one I contacted, took the time and effort to send a personal note and prove they DO care and that there are things about to be changed to show customers they are worthy.