Customer service dreadful

Flew London to Colombo Business class. Lounge at Heathrow very pleasant staff very friendly and helpful, food presentation was good. The seat on the A380 was good. Flight crew on the flight from London to Abu Dhabi were friendly however I felt that they needed more, Business class was full I think 70 people. Before take-off was asked what drink I would like after take-off and want time I would like to eat. The service was very slow. Was not serviced a drink until 90 minutes after take-off and dinner was nearly 2 hours later than the time I requested. What is the point in asking if you can’t supply as requested.
Arrived in Colombo But suite case did not. Etihad had staff milling around with a list of passengers whose cases had not arrived. My name not on list, had to que to fill in forms, after about an hour I was told my case was still in Abu Dhabi but would be flown out on the afternoon flight and would be delivered late afternoon. Was given a receipt with contact number.
Case did not arrive on the Friday evening. The number given was only contactable 8am to 4.30 pm. Saturday office was closed. Tried to contact Etihad offices in Colombo Saturday morning, only open to 12.30 and closed Sunday. No one picked up the phone. The hotel were very kind and said they would try to assist. Finally got a call Saturday evening to say case had arrived at airport. This was delivered early hours of Sunday morning
I sent an email complaint to Etihad through their website on the Saturday and to date 10 days later still have not received any response. Only an automated one to say someone would get back to me, sent a chaser email and still no response.
On my return complained to check in staff and was passed to a supervisor who said he would ensure I got a response and was given 45 pounds. But still no response
It’s clear once you have paid for your ticket they could not give a dam about customer service. I think they must have paid for the 2016 award.
The Etihad Experience A remarkable journey, yes it was, but one I do not wish to repeat