I'm not going over it all again.

There's a lot of comms between them and us. You have misunderstood what they have said. The big deal is the total incompetence and ability to recognise that their was a problem and deal with it at the time it was happening. The big deal was that it was so poor we simply gave up in June.

In August when these lurkers appeared I asked them if they could find out what had happened. It was all started off again, ie renewed and a complementary year offered, but again no box arrived - or as they now say none was sent. The lurkers here were pm'ed again to tell them that the problem was persisiting and those pms were ignored. It is the total package of disinterest and response and incompetence - and then the lack of response from the lurkers that is the big deal.

They have basically admitted that they now believe that none of the boxes that they originally claimed that they had sent to my wife between February and firstly June when we gave up and then in August and September when they started to try again - has been handled by as far as I can tell two different companies - both of them fired - that they employed. This is what I was telling them and asking for the issue to be escallated. They behaved in response to each email as though they didn't believe me. Several times after they had said a box had been sent they then said it hadn't been sent because the fulfilment house had difficulties entering our address. It was only at the end of the process that they admitted that the problems with the fulfillment house was so bad they now conclude that none of them appear to have been sent. This is backed up by the detailed comms.

The fact that fedex didn't delivered is simply the icing on the cake of the saga not the main irritation.

You have also missed out another part of their process which is inexpliquable.

From the comms from them to me it seems that when they use the term "expedited despatch" it actually means that they take over a week to actually ask for the fulfilment house for it to be sent. And then the process actually starts of merging and delivering. Expedited it isn't.

Anyway I posted the thread. Most people would get that this has been apalling. What others misunderstands or feel is unreasonable isn't going to resolve this so I'm done!

So far as the complimentary year is concerned - clearly you put a value on my time and frustration than is less than I do and that of course is your right. A simple acknowledgement of the problem and saying sorry would have been a 100% improvement on the way they dealt with this. Instead I feel that they have said "we gave you a year and tried to deliver a bosx now s*d off!"