Poor customer service at Laithwaites.

I have found their customer service good in the past. However my opinion has recently changed due to a huge mistake that has still not been put right. The error was on my part initially as I forgot to add the additional 3 bottles to my case which I had just ordered. As it was outside office hours I immediately email them asking that they add the bottles to my order. Nothing. I emailed them again and they apologised and said it was no problem and the 3 bottles would be added. Great I thought. Unfortunately wine arrived and no extra bottles. But they still emailed that they would add the 3 bottles which was impossible as case despatched and received. No comment from them regarding this. Right hand doesn't know what the left was doing. They could have sent the extra 3 bottles, add them to my next case something but nothing. I am so disappointed.
There is also a minor problem with the wine club. We don't like 15% wines. Told them this and they assured me that no more wines like that would be sent. This months wine club delivery came with 3 15% wines included. Let down again. What has happened at Laithwaites.