Placed order on line with Waitrose Pet, promoting 2 day delivery. After placing order & paying for it was told confirmation note said 5-7 day for delivery! Rang to complain and cancel order. Appalling customer service from Emma; told me because of Covid, Christmas holidays (9th Dec), staff shortages etc everyone was experiencing delays. I had to be patient. I said in that case Head Office should just ask web staff to update the site stating delivery delays to meet customer expectations rather than pass info on to customer after order placed/ paid for. By the way I also work for a large Co & we stopped during the second lockdown using covid and staff illness as an excuse for delays. We apologised then tried to find alternative solutions like engaging local delivery firms. Emma then got into a verbal argument with me and I said I just wanted to cancel order & get full refund. She said she would initiate refund and I received an email the next day to confirm refund initiated. When I called 4 days later no refund had been initiated but Lea her colleague got on the job and refund to PayPal arrived 4 days later. Thanks Leah. Waitrose you’ll need to read these reviews and perhaps retrain your CS people.