If I could score Selfridges below a 1, I would have done so!

I put in an order before Christmas. A part order came through, so I emailed to find out what was happening with my missing item. First I was told it was on its way in a separate parcel. When I queried the expected date of arrival, as I had yet to receive a confirmation of delivery text from the courier, I was told that the item had been delivered and collected from the post office!!! I questioned this and did not get a response. I attempted to phone to lodge a complaint, but was advised this had to be put in writing. I duly completed their online form and after much time, was finally sent a holding email saying they were looking into it. Yesterday I received a standard email confirming what to do to return a item?!! I immediately fired off an email questioning this and today I have been sent a response saying that the item has now sold out and a refund will be processed if I contact them.
The customer service is appalling. The phone is answered without a name even been given, the emails frankly leave a lot to be desired and need to be worked upon. I don't think Selfridges gives two hoots for customer service. How can they build customer loyalty when they treat customers this way! Definitely a store to unsubscribe from...avoid at all costs!