I am socked at the customer service I recieved from this company and the trouble they have put me into. I had not used them before, but I found a good deal on an desinger purse and ordered with next day deliveriy paying extra. My order date was 29/10/2020. The order never arrived on the next day - I was contacted to say I will receive a refund for paying for next day delivery which I never received. I wasnt too concerned by not receiving the item next day as it happens for items to be out of stock. Today is 6/11/20 and I do not have my order or the money I paid for and the company is refusing to refund me. I have contacted the courier and was advised that the item was destroyed whilst on transit on 1/11/20 and as soon as that was found they contacted the retailer with pictures and evidence. The cost of the damage is covered by the company's insureance so all they had to do is a simple phonecall to the courier for a claim. This infomration was confirmed by the courier's manager. I have waisted multiple hours, trying to get hold of this company on the phone, writing long emails and chatting to unhelpful and rude customer service representatives on the chat. My emails were never answered, I did not even have any notification form the company of what happened and I found out randomly. On the chat the comapny insists that they will not issue an refund until an investigation is completed. Despite the fact that no investigation is needed, as it is a simple claim to their courier. But despite that, this should be none of my concern, as any serious company would have ensured customer satisfaction and would have refunded the customer whilst they try to resolve the issue with the courier, as this is their own internal issue and should have nothing to do with the customer. I have already raised this with my bank and have contacted citizen's advice. I have requested from the company to raise an official complaint and I havent got anywhere, they do not have a policy for that and tell me they 'will raise the complaint for me' which is absolute nuts and clear they are trying to brush it under the carpet. Obviously I am never going to buy from them again, as they do not see a serious company at all. I would advice anyone reading this to use well known retails, I always purchase desinger products from Selfridges and NEVER had such a similar issue. They are right when they say you get what they pay and I wish I had purchased it from a respectable retailer instead of trying to save 30 pounds, as they cost of my time waisted is much higher now. NEVER AGAIN.