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Appalling customer service after delivery no show!

In brief, delivery did not turn up. Only a recoded message on the customer care line. Eventually I got through the next day to be told I could have the delivery that evening. I asked to speak to the woman at West Green - where the delivery was coming from and was told she was too busy to talk to me. I was also told that the driver had waited outside my house for 20 minutes, he hadn't. I cancelled the order, reorganised my day and went to lovely Waitrose. I was sent a £10 e-voucher off my next order. I mailed to say this was useless to me as I won't be using it. No reply. Today I find I have been charged for the delivery anyway. I have mailed again, as yet no response.

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Nicole Pickford
Guildford, United Kingdom