Appalling experience. Apparently the delivery driver's vehicle "broke down" and my parcel was not delivered. According to to tracking, it was supposed to then arrive the following day - it didn't. The tracking then stopped updating altogether. After 2 days of waiting indoors, I contacted customer services and they said they'd reschedule for my parcel to be delivered the next day - it didn't arrive. I then contacted customer services again the next day only to be told that the tracking label on my parcel is possibly damaged so they can't track it. They asked for the details of what I ordered and after I gave them this information they said I'd need to wait another 2 days. That's almost a week's delay. I therefore asked what the complaints procedure was, at which point the customer services team member became very patronising saying they have reported the issue but wouldn't confirm what the complaints procedure was. After pressing him on the question he then advised that my issue would be treated as a formal complaint and that he has submitted on my behalf. When I asked by when I should expect to have a response,  he kept repeating "it's a formal complaint". I told him I wanted confirmation of when I should expect a response and he said I wouldn't get one. Just appalling and very unhappy with my experience. My parcel hasn't arrived.