My order number is [protected] and my case number is [protected] my name is kimberley Mccaul and I placed my order on the 19th November 2017. I received an email a couple days after saying my parcels as been shipped and I was tracking it. However the tracking kept saying different things like will be delivered today, then it said it's been held then it said would be delivered then said delivered to a location however wasn't delivered to me. I called the guest services on the 27th Nov and told them what the tracking had said. The lady told me they need 24hours to investigate and she would get back to me the next day. However she never did, even tho I told her how important it was I received my order before sat 2nd as it was my daughters bday and they was her presents. I allied back Wednesday and the guy said he wud get back to me in half hour. Again he didn't. 5 hours later I got an email telling me the order had been damaged and returned to the warehouse. I called up as if that was the case somebody should have called me to see if I wanted a refund or replacement but it was left to me to call yet again to chase this. I think got a very rude man who just said all I can do is replace or reorder, I said it wasn't good enough, I'm without my order and your customer service is shocking!!! I asked to speak to a manger he said no then he said I will get one to call you within 24hours and nobody did of course. I asked him to replace the order asap as I needed before sat and he said you won't get it before then and I can't have express delivery even tho this is all your fault and nothing to do with me. All he offered me was free delivery in my next order. Are you joking? Do you think I would want to order anything again. After this experience. I have been so stressed about this and your unhelpful staff have been so bad. Anyway he said he reordered my order but guess what??? I call today again to See where my order is and the guy told me the man that reordered my order miss out one of my items. I mean come on what is wrong with this company, and all I keep getting told is I'm sorry but we gave you a code for free delivery next time!!! This is not good enough, mistake after mistake has been made and now I have to wait even longer for part of my order. I want proper companstation I have spent £50 and the leat you can do is refund my money or give me a voucher to spend on my daughter in store for it having her presents on her bday. Every time I call I get the same crap and it's not good enough. Please get back to me asap as I believe this is the worst service I have received and as a company that's ment to make children happy you Defo have failed with my child and me.