Long story short, I ordered a product online because two stores (London & B'ham) had no stock - a whole 18 days before Christmas. Selfridges lost my parcel before it arrived with the courier, and I had to call 10 days after ordering to find this out. Then - "We will refund your order, wait 3-5 days and then place another order" - umm, no. A manager then promised to refund my order to a voucher, but then use this voucher to raise a new order and express deliver it for my troubles. I should hear from them tomorrow - okay, great! I wake up to an email - "We were out of stock online, so you have no new order but here's a e-voucher refund (which can only be used online - not in store). Selfridges didn't have the decency to call and explain/discuss - this is a total cop out. I called again to complain, and the 3rd supervisor I spoke to started rattling T&Cs at me and showed no sign of remorse. So, end of the story - my partner is left with no Christmas present, I'm left with a voucher that I don't want to grace Selfridges with (not that my product is in stock anyway), and I receive nothing in the form of compensation. Thank you @Selfridges, you've not only ruined someone's Christmas but also lost a loyal customer and brand advocate!