Ordered three items online, two arrived. I emailed the store clerk I know and asked for help, she informed me my concern has been forwarded to HQ where the web orders are fulfilled. I didn't hear back, so emailed them directly to followup. Still don't hear back (about three weeks in), and called them. The customer rep told me they won't do anything about it.
I went in store to return the item I can return (the other one is on sale, therefore cannot be returned), staff asked what's wrong with it, I told her that one of the online item hasn't arrived, so i don't want this item from them anymore. She asked the store manager for return approval, repeating my reason for returning. They didn't seemed surprised and just processed my refund without attempting to provide any customer service.