Vice Vape Co., Whangarei

I frequent the "Vice Vape" shop in the mall in Whangarei; my high rating is for Tracy, Dennon, and this store ONLY. I travel one hour to this store on a fortnightly basis; therefore am a regular and loyal customer. Due to the distant I travel, I have tried to order my vape in advance, as I buy in bulk. On numerous occasions, I have arrived at the store, expecting to pick up my order. Both Tracy and Dennon have both been extremely apologetic, and have advised me that the order was not sent. It is not their fault; they have tried on several occasions to obtain my order, to no avail. Both Tracy and Dennon are amazing people, always so friendly and helpful. I ended up phoning the "Vice Vape" store myself, and spoke to what I can only describe as a RUDE woman. She advised me that I could not contact the "Vice Vape" store myself, yet an order could be put in for me. I explained to this woman, the distance I have to travel to Whangarei, this was the only Vape shop I visited, (unless, as stated above, there is no stock, and I am resorted to traveling around Whangarei to petrol station in order to obtain my purchases. The woman also stated I could place an order at "Vice Vape", I explained to her that I had done this on several occasions, and the order had not been dispatched. So, regarding all of the above, I would like to lodge a formal complaint regarding this woman, ( who did not give her name), along with the person, or people involved in not doing their job correctly by not processing orders. When you have a good experience, you tell one person; however if you have a bad experience, to tell a lot of people. I would appreciate and expect some action to be taken to a higher level, regarding this matter. I also recommend better communication between the person I spoke to, along with the dispatchers and their staff at "vice Vape".