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It is really great to hear that you love our clothes. We do too and so we enjoy hearing feedback from our customers, whatever that feedback is. We are very sorry to hear about the issues you have had with your latest order. We are particularly saddened that you found our service unhelpful. We always do our best to make sure that our customers are delighted by our products and service and so we are disappointed that the service level you experienced was not the fantastic service we expect everybody to receive. We did have some issues with our website during the recent sale, which led to some orders not being sent through to our back office software and so we didn't know those orders had been placed. We are so very sorry that you were affected by this. As we didn't know about orders that were affected by this glitch, sadly they did not come to light until customers called us or our IT providers managed to locate them for us. We are sorry that the delay in finding your order meant you couldn't buy our lovely products elsewhere. Sadly, we cannot comment upon compensation or other goodwill gestures that we may have given to other customers, but a discount of 20% would be a truly exceptional gesture for us to give and so we do not have a code available to the Customer Services Team that gives that discount. This might explain why the person you spoke to would have told you that we would not be able to give a discount at that level. Lisa Haywood (Customer Services Supervisor)