I ordered shoes and decided to opt for the 3-5 working days delivery. I was buying these shoes for a particular event and I had 11 days to receive them. The online site states the delivery time is between 800-1800. So I ordered these to my work - business hours 800-1800. Everything seemed perfect. 9 days passed and still no shoes. I went online to see the my Hermes tracker which said delivery had been attempted twice at 1915pm and 2115pm over the course of 2 days. What on earth? I messaged my Hermes who didn't get back to me and I called Debenhams at 9am of the morning of the night I needed the shoes. I spoke on the phone for 1hr and 10mins to Rachel and then Chris (escalations team). It was then established that the shoes had gone missing. The question is, at what point does Debenhams think that there is a problem here and actually decide to communicate with their customer about what is going on. 3-5 days had long passed. And if the shoes are missing, why not get some new ones delivered? The current system doesn't allow us to do same day delivery - according to Debenhams service team. I can go online now and order same day delivery - why cant you? I am a manager of a business. If I am responsible for letting a customer down I would go above and beyond. This clearly doesn't happen at Debenhams. The service is poor. I was offered 20% back and a refund but that doesn't solve my problem. You can throw as much money as you like at me Debenhams but instead of doing that I would prefer if you chucked the shoes in a taxi and got these shoes to me. I am waiting for Chris to get back to me to see if this can be done. If not - there will be reviews and social media coverage all over the internet about how poor your service is. I have given you a very easy solution. GET IT DONE. If it is - I will write back on here and retract everything I have said, and you will have a completely satisfied customer!