Today I have attempted to resolve an issue with one of your customer service representatives but have been very unsatisfied by the outcome I ordered 2 items from John Lewis on 7/12/12. These were dispatched a few days later with your company with consignment numbers CFI125227 and CBG58633 They were attempted delivery on 11/12/12 when I was not in, I received an email and requested for a redelivery on 13/12/12 when I would be in. The item was then attempted for a redelivery on 12/12/12, when I was not in again. No delivery was attempted on the 13/12/12 (when I stayed in all day) I called on the night of the 13th (after waiting on hold for 20 minutes) and was told it would be delivered on 17th At this time I requested that the item be left around the back of the property under a recycling bin I waited in on the 17th and no delivery was made. I called again on the 17th night (waited on hold for 25 minutes) and was told the package wasn't sent out on the van but was being held by the supervisor, i was told that someone from the depot would call me back, however no one did. I attempted to call again on the morning of the 18th but I waiting on hold for 35 minutes and had to go to work. Delivery of CFI125227 was made on the 18th and left propped up against the front door and not around the back of the property like requested. I called back and after another 25 minute hold I was told that CBG58633 had been sent back to John Lewis. I requested to speak to a supervisor regarding the errors that your company had made and I was told the at 14:00 on the 18th the supervisor had gone home and the entire team had been unsupervised since 14:00 until 21:00 1. Why was my item not sent out for delivery on the 13th like I requested? 2. Why was my item not sent out for delivery on the 17th like I requested? 3. Why was my item not left in the safe place agreed by City Link and left in full view of the street? 4. Why was one item delivered and one item sent back to sender even though they were part of the same order? Did your company feel that I only wanted half of the order I made? 5. Why did no one from the depot call me back on the 17th like I was promised? 6. Is it City Link policy to leave teams of customer services representatives unsupervised for 7 hours of a day, in one of the busiest times of the year for a delivery company? If this is not policy why did it happen? 7. I have spent 105 minutes on hold alone, plus approximately another 30 minutes attempting to arrange to have items delivered, from a company which boasts "next day, same day, every way". I have phone records and bills to prove the cost implications of this amount of time on hold. Also I have spent time away from work on the days i was promised that the items would be delivered. Will City Link be providing any sort of compensation? I would like an answer to each of those questions within 72 hours. As far as I can ascertain from your terms and conditions you have breached your contract with John Lewis and me as a customer of John Lewis It is now 31/12/12 and no reply has been given to this complaint submitted on 18/12/12. This is 8 times longer than they promise on their website. read more