I ordered 3 gifts for my mum's birthday on the 27th November. These were despatched on the 29th November and mis-routed. Fair enough, mistakes happen. They said they'd get it back to me asap. Four phone calls later, with people repeatedly telling me 'it'll be there tomorrow' it finally arrived on the 16th December (too late for my mum's birthday). When the parcel arrived it was left out in the garden in the rain, despite me leaving a note on the door to deliver to a neighbour or leave it in my shed if I wasn't in. I fetched the box inside - which had been battered to pieces and opened it up to find all 3 of the gifts either broken, or their boxes torn. I then rang up HOF, understandably really annoyed and they said I had to send in photos, which I did 10 minutes later. The first email I got, 48 hours after this, was to ask me to confirm my email address and order number. (The order number was in the subject line of the email - and the email address was the one I was emailing from, otherwise, how would they have emailed me back?) I am now on the 22nd November, they just emailed me to say that the 'email chain didn't save' so they don't have my photos...which is funny as they saved on my side fine there's nothing wrong with the email chain at all. I've now asked for them to raise it as a complaint where it'll take another 48 hours to respond - more probably due to Christmas. I'm still sitting with a pile of broken candles in my kitchen and £46.00 down. Never had such bad service in my life.