My parcel got lost twice. Second time I asked for it to be sent to the store to collect (I guess for some reason I thought this would be a more reliable method than having it delivered to my house), when I came to the store (after being sent 2 emails letting me know that the item had arrived) the sales assistant couldn't find it and advised me to contact customer services. I did so and received an email telling me that they had been "reassured" that my item was ready for collection at that particular branch. The next day, I decided to contact them again just to double check, as I had already wasted time and money travelling to the shop for nothing and didn't want to make the same mistake twice. They later told me that there was an error in the system and it turned out that the item hadn't been delivered at all! They asked me whether I wanted ANOTHER parcel sent out or a refund, as I am not a complete mug I requested the latter, just hope I won't end up having to pester them to get my money back!