I ordered a gift which arrived with an item missing. Also added a gift note which I confirmed by email and was told it would be included but it wasn’t. Customer service have responded but are asking me to complete the suppliers claims form so they can raise with the supplier rather than sorting out the problem with their supplier and sending the missing item. No response to my email asking them to complete the form themselves and sort out with the supplier and I've had to chase again today. They are continually posting on Facebook but don’t have time to respond to customer emails! Very disappointed with the service considering this was a gift. I should have just ordered from John Lewis as I usually do. Ordered from here due to 10% new customer discount but really not worth the hassle. Just hope they sort this out or I will be contacting my credit card company.