I did not expect to be so disappointed by this company. I raised an issue (undelivered Christmas gift) and was repeatedly asked to confirm my identity. I provided full details of the order number and delivery name and address as well as my own details and offered to send a selfie of me holding my passport. Given that I hold an account with Space NK and placed the order from this account, and was emailing them from the email address registered to that account, you’d expect this to be adequate to confirm my identity! Despite numerous emails back and forth, they will not discuss this order with me because I’m not the named person on the order, whatever that means, as I can name both myself and the person to whom I sent the gift! It seems they want the recipient to call them rather than myself but this isn’t even clear in their emails. I’ve asked them to confirm and clarify this but haven’t had a response. Given that we haven’t even got to the main issue yet, this is incredibly poor customer experience. The main issue is that they delivered the item before Christmas supposedly, but left it in a safe place at the recipient’s address. However the recipient has never provided any delivery companies with a safe place authorisation, so this in itself is unsatisfactory. The recipient has checked with all neighbours and all around their property and the item is not there. I did not tell them to leave on a safe place so am unhappy they did this. The tracking details simply say delivered so we are unable to directly seek redress there. Space NK are not even prepared to engage with me over the order never mind the problem. In the meantime they’ve lost at least 3 further orders from me as I haven’t had the faith to complete the order based on this incredibly poor experience. I had purchased the year delivery pass in anticipation of these January orders so even that has become a pointless investment now. Still waiting for a reply to my email or offer to discuss by phone. And my recipient is still without their Christmas gift in late January. There doesn’t appear to be a complaints email address, just the usual customer service email - the same one that I’ve been dealing with. I find the whole experience incredible poor from what’s supposedly a curated premium brand. Nobody at Space NK seems to be properly reading the emails - they asked me repeatedly for the same information. They can’t retain their brand rating with this level of administration.