I am afraid that this is the worst customer service I have had with an online clothing store. I buy regularly from the Ted Baker store in Dallas but decided to order online a jacket- $325 dollars including the delivery charge. The system happily took the money of course and then sent me the usual emails on delivery tracking which immediately flips to UPS, the contracted delivery company. UPS tracking system has been hopeless. They first of all signalled that there was a problem with the address-which there wasn't; they then claimed to have delivered to my front door(no photo and I live in an apartment block so patently an untrue statement): and then they said that I had another different delivery date after I had an opened an investigation with them on what went wrong. No communications now from UPS in over a week. I phoned the Ted Baker customer service line twice. The first time I was told that an investigation would be opened which would take 8-10 working days. I said truthfully that most online companies I dealt with would send a replacement item immediately and sort out the problem with their delivery contractor separately as I was the one who had paid the money and was losing out. I was told that this was not TB 'policy'. She said that I should have read the T's and C's. ' It is not our policy'. 'You would be surprised what people do, so we need to investigate'. ' All supervisors are busy' etc etc. I was extremely polite but pointed out that this was appalling customer service. She was implying that I needed to be investigated not that they had failed the customer having received their payment. Total indifference. She rang off. I phoned again a week later to be met with the same response from a different agent...I asked why I had not received any update or communication. After all, TB had my money. The same lines from the script were trotted out ...'it is our policy etc'. Again the customer agent rang off as I sought to find out why their customer service was so poor. It remains unresolved. TB need to up their game considerably to compete in the on-line market. I will be ensuring that their customer service approach is known among as many people as possible