I ordered items for delivery that I needed for work the next day. The time slot for delivery was 14.00 to 18.00. I received emails confirming the order, one of which promised that I would receive a text message or email when the driver was on his way. At approx. 19.30 the order had not arrived. I called and spent just over 14 minutes on the phone with an advisor; who eventually told me it would be looked into (she would call the store and/or driver) and I would be called back in 30 minutes. I received no call back so called again (spending 3 mins on the phone this time). The same advisor said she had been unable to get hold of anyone at the store other than another driver, and someone would call me back the next day. The following morning - no call, so I call them again (10 mins on the phone). Speaking to a different colleague who says it will be looked into and I will receive a call back (this is just after 8.00am in the morning. Guess what? No call back. I call again at 12.20pm and speak to yet another customer advisor. Each time I have having to repeat the same story. This person advises me that she has spoken to the driver who says the item was delivered between 15.02 and 15.08 the previous day. When I explain that this is not the case (as previously discussed with her colleague the night before), she goes back to the warehouse and driver and then comes back with the report that the driver says he left the parcels "in a safe place". I demand a refund and with all the to-ing and fro-ing between her going to speak to various other people/departments the call gets cut off! I call again (for the 5th time!!!). More to-ing and fro-ing as she tries to find out when they can next deliver (which I have not asked her to do, I simply want a refund). I eventually get her to confirm the refund will be done - but this will take 3- working days!!! I ask for a customer complaint number as I want to speak with a manager (and wish to be compensated).....only to be told that I have to write in. Isn't that ironic. They can take our orders on-line and by telephone, but complaints can only be dealt with in writing. This is the worse customer service experience I have ever had and believe you me, I will be writing to them.