I ordered 30 bottles of wine and was delivered 25. By the time I realised, the driver had gone. I immediately phoned customer services, who contacted the driver, but the driver confirmed there were no leftover bottles in the back of his van after he had finished his deliveries. Customer services interrogated me (had I miscounted? Etc, etc.) Eventually, they concluded that the missing bottles must have been delivered to another customer by mistake. I expected them to offer me a refund or replacement of the missing items, but they told me it would be subject to an ‘investigation’ and I would be contacted in 3 - 5 working days. This made me feel like a criminal – why was I part of the ‘investigation’? Did they doubt my word? Were they implying that I might be lying about not having received the bottles? After five days, I had heard nothing, so, again phoned customer services. I spent at least an hour on the phone while they phoned the depot, other parties involved, etc…only to be told that they would have to ‘escalate’ the issue and would reply in another 3 to 5 working days! It’s now the fifth day and I haven’t heard a thing! Surely, any self-respecting customer-facing company, would have given me a full refund or replacement of the missing items and then continued with their own internal investigations to find out what written wrong rather than leaving me still feeling as though I had committed a crime?