Most terrible service ever regarding a wrong online order

I purchase a lot from your online store. The Brakfontein Deli. A week go I received my latest order, and one item was wrong. I send an email to ask for it to be rectified. After about 5 days and numerous emails someone actually responded and said the correct item will be processed and delivered the next day. Up to today I have not heard anything regarding the replacement item. I send numerous emails again which are just being ignored. This is the most terrible service I received from fleishrei ever