Albion Park's Sarah Tilling went all out this year to ensure her two young sons would wake to a special Christmas.On a single mum's pension, she put her gifts on lay-by online in July and had them paid for by October.But just days out from Christmas she had none of the gifts despite 11 phone calls to Big W which has been caught up in an avalanche of complaints about its first online toy sale.Only six of the 20 gifts she ordered could be sourced and were finally delivered late yesterday.The money she paid for the other 14 items was refunded the previous day.A spokeswoman for Big W said the July online toy sale was taken up by tens of thousands of customers and Ms Tilling was one of 700 affected by a "system glitch"."We take full responsibility to resolve all outstanding orders," the spokeswoman said, adding that extra staff were working around the clock to resolve the issues.Ms Tilling, however, was not impressed."I can't believe what has happened ... I'm stressed to the max," she said yesterday."The thing that is most disappointing is that it's my younger son, Jackson's first Christmas and I wanted it to be special."Ms Tilling said even with the refunds now through, it gave her only a few days to shop which was almost impossible with two young sons and a niece in her care.Despite the glitch, she still feels online shopping is the best option for people in her situation."With small kids, it's hard to stand in line for ages to do the Christmas shopping but next time I will be more careful in the shops I select."Big W contacted Ms Tilling after contact from the Mercury, and Ms Tilling confirmed yesterday afternoon she had received the six items.Big W, in a statement of apology, said efforts were being made to ensure this problem did not occur again.