My complaints email. Good afternoon, I placed the above noted order on 15/04. I purchased this phone from yourselves for 2 reasons, firstly the delivery date was exactly what I needed and secondly because I trusted the Debenhams brand. The money was taken from my account straight away. I needed this phone on this date because I am going away and had to have it by today. I could have purchased it from Argos. But I put more faith in Debenhams as a brand. That was a mistake. So, £169 down, I received an email at 9pm the night before the delivery date advising me that not only won't it be coming today, the email didn't even provide me with a new delivery date. I immediately attempted to phone. Lo and behold, you're closed, so I can't even get hold of anyone to try and make other arrangements. I checked your site and the phone I ordered was out of stock. You sold me something, you took my money, you allowed me to pay for a product and the promised delivery date for something you didn't even have. As I said, I needed it by TODAY. So I had to do what I should have done in the first place. I ordered it online from Argos for delivery today. I have now paid £368 in total for a phone you agreed to sell to me for 169. I have been told that I will receive a refund... In 3-5 working days. I don't know what kind of wage they pay there but I actually can't afford to have someone else hold on to my money for a week. So after cancelling my order, I asked to speak to someone who could log a complaint for me. The agent I spoke to kindly transferred me through to customer services and this would be done for me. When I got through to the next agent I was very clear. I want to log a complaint. I explained the situation and he apologised. When I asked if I would receive acknowledgement of my complaint, he then advised me that he had ,"put notes on the system, but if I wanted to log a formal complaint I would have to do so online". Who are you even regulated by? I stated specifically that I wanted to log a complaint. Putting notes on, when I've asked to log a complaint is fairly extreme deception. How many customers have been under the impression they were raising a complaint and actually they're just putting notes on? I expect a swift response to this complaint.