Horrible customer service

I have recently tried to buy my wedding dress from Monsoon and I was not impressed by the overall customer service.
When in the shop no one helped me, they didn't even offer to give me the special bag that should come with it and I had to ask.
When home I realised the dress was faulty, so I took it back and I had to order it online because the shop can't do it for you (why not, considering a lot of respectable chains do it?).
I am still waiting for my dress, the website is not working properly and the payment doesn't want to go through, even when trying different cards...now my future parents in law are giving it a try and they seem to have the same problem. The online customer service keeps saying i am doing something wrong, but I am 100% sure I am not, (it is not the first time I shop online) and they don't offer you any other form of help.
I hope I can get my wedding dress and after that i will never use Mosoon ever again!