I placed an order for 3 high-value items on 21st November with a delivery expected by 23rd November, but only 2 items were delivered. I immediately reported the missing item on 23rd November and was informed it was logged, with an expected resolution time of 7-14 working days. Unfortunately, during this period, the item went out of stock. I received no updates. On 30th November, I called to confirm if my case was progressing since there had been no communication. I was told I would receive a form to fill out, but I never got it. The representative assured me they'd resend it, which took another day. After I completed the form and sent photos of the received items, I still received no acknowledgment. I called again on 7th December to check if my submissions were received, as the silence was quite stressful. Finally, on 9th December, I was informed that my original item was no longer available, but I could choose a replacement. The advisor mentioned it would take another 3-5 working days to dispatch, but it's now been 5 full working days without an update. Given that I ordered this over 3 weeks ago as a Christmas gift for my child, I am increasingly worried with only a week left until Christmas and have lost all confidence in the service to deliver the item. On a positive note, everyone I spoke to was very kind. However, the overall experience has been extremely disappointing.
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