Placed an order on the 26th January 2024 which was then shipped on the 31st January. I had a notification from DHL that the order was out for delivery and was at my collection point. I tried to get a collection code from DHL 7 or 8 times which is still yet to be received. My collection point shop also confirmed that no parcel had been delivered there in my name. I had an email to say the parcel was ready for collection and if I didn’t collect by the 7th February it would be returned to the Online Home Shop. I contacted Online Home Shop on the 2nd of February to say I hadn’t received a collection code and my parcel wasn’t at the shop, I had an email response to say please wait 24-72 hours for them to investigate with DHL as it seemed my parcel was still within the delivery network. 72 hours passed so I had to contact again and received a response from Online Home Shop to say DHL needed to investigate further and they would let me know.. I have now asked for a refund on 2 occasions with no acknowledgement of this. It has been 2 weeks since I placed the order and I’m still no further to receiving it. The customer service is appalling and I would never recommend ordering with this company. My purchase contract is through online home shop not DHL so I should be refunded in full for my lost item and this issue should be resolved between online home shop and DHL directly not making me wait for your internal investigations