Dear @marksandspencer You simply need to do better. My friend has been shopping with you for 70 years. She ordered a blouse online three weeks before she needed it. 1. You “lost” her gift card, having deleted her online account. You apologised for this and eventually reinstated it but this was just the start. 2. You said you sent the item twice but once it was just not sent at all (you did admit this). The second time she had a tracking number but the dreaded Evri said they delivered it but did not. This is a common occurrence and they should be fired as your delivery company. 3. When the blouse did eventually get sent again, it arrived screwed up in a plastic wrapper and had a scrap of tissue with it. It was obviously a return that had not been processed properly. When she wrote and complained, you did absolutely nothing. She has said she won’t shop with you again. You probably don’t care. She is in her 80s so doesn’t have a lot of years left. But I can tell you that she is telling everyone she knows about this experience and it seems her complaints resonate with many.