I’ve had the very same with a nursery company, been promising to deliver a missing part of the furniture for 9 weeks.
So I got a little assertive on the phone, amazingly the guy who’d been ‘dealing’ with the problem was on holiday and the guy looking after a department that wasn’t his didn’t know where the part was as “we don’t track orders, once they’ve been placed with the suppliers”!!!
He said I should keep phoning them to find out where it was, so I said as a paying customer they should be keeping me informed, he disagreed and I said that seems to pretty much sum up your companies ability to deliver any form of service.
It’s now aledgely on its way on Monday, somehow I can’t see it.
I do wonder what actually drives some shops to actually generate return custom or even any custom in the first place!!