Shocking level of customer service. Ordered online...

Shocking level of customer service. Ordered online a gift for my partner on 1 Jun. The first order was dispatched timely but lost in transit by RM. It took customer services three days to respond to my email. Following their investigation (another few days), they decided to cancel & refund and asked me to reorder. To this day I am not sure why they were not able to simply post another item. Second order placed and to this day "is being processed". Again, zero communication from customer service. Today is my partner's birthday, so 20 days after I placed the original order I will have to run to another store to buy the gift. Never again will I shop online with Harrods!