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Hello there, Thank you for taking the time to share your feedback, and I’m truly sorry to hear about the series of issues you experienced with your recent order. This is far from the level of service we aim to deliver, and I completely understand your frustration—particularly given the missed Saturday delivery, difficulty reaching our customer service team, and the unsuitable packaging. You're absolutely right that the responsibility for your order lies with us, and I sincerely apologise for the inconvenience caused. We’re currently reviewing this case internally to ensure we learn from what went wrong and improve the experience for our customers going forward. I understand this experience has left a very negative impression of our online service, but I do hope you’ll accept our sincere apologies and give us the opportunity to make things right. If you'd be open to it, I’d be happy to arrange a goodwill gesture by way of apology. Thank you also for your kind words about the in-store service—it means a great deal to our team. -Whistles Customer Care