It's true we should have replied to your email. In December we were under too much stress to deal with all our communication, and I have no doubt this affected a few others, for which we openly apologise. We were working till 10pm most nights, and we recruited 3 new members of staff that week, which no doubt took me away from the emails too. I am sorry it affected you. We do try to contact customers a day before dispatching an order, usually by calling. If the customer does not reply then we send a text. We prefer to call. I don't remember in your case if we got an engaged line. Courier problems are unfortunate and yet common at this time of year, exacerbated now by Covid. For some reason your delivery and 4 others dispatched that day went awry - at first it was a technical glitch at TNT. We were on the case for you every day for a few days until it came good.
We're delighted by this feedback, thank you.

It's true we should have replied to your email. In December we were under too much stress to deal with all our communication, and I have no doubt this affected a few others, for which we openly apologise. We were working till 10pm most nights, and we recruited 3 new members of staff that week, which no doubt took me away from the emails too. I am sorry it affected you. We do try to contact customers a day before dispatching an order, usually by calling. If the customer does not reply then we send a text. We prefer to call. I don't remember in your case if we got an engaged line. Courier problems are unfortunate and yet common at this time of year, exacerbated now by Covid. For some reason your delivery and 4 others dispatched that day went awry - at first it was a technical glitch at TNT. We were on the case for you every day for a few days until it came good.
We're delighted by this feedback, thank you.