Poor customer service

I ordered two 'bonus' sims, one for my mother and one for another friend. The sim for mother was to go to her address and the other to me. Despite my account saying I had now used up my monthly allotment of postal sims no dispatch email was received. Nor were any sims. I had a one hour marathon 'chat' and it was arranged that the sims would be resent. One sim did eventually arrive (mother) but the second did not. I had another 'chat' and was told yet another sim would be sent to my address, needless to say I'm still waiting for both the sim and a dispatch email. I did try today to have another 'chat' about it but the delay and lack of comprehension from the agent, yet again, made me abandon. My mothers sim is up and running albeit with very poor connection speed (0.2 up 3.4 down in the country) and Smarty is making money but it looks like my friend will have to go elsewhere. I did get 'tracking' numbers for the sims via 'chat' but these proved to be usless as the post office does not seem to track  the deliveries. Unimpressive.