Incomplete Order - Disgraceful Customer Services

I ordered 3 hampers from Regency Hampers as gifts for family members but on 20/12 only two arrived. Phoned several times and was told I would get a call back each time - no one phoned. It seems the third one has gone missing so on 23/12 decided that as the order was for 3, this had not been completed. Asked for the two I had to be returned as I ordered 3 therefore wanted 3. It seems that Regency would accept them back but it was at my expense. As the full order had not been completed I suggested, after taking advice, that the return was the responsibility of Regency but the Customer Services agent refused to accept that, repeating over and over again that the return was down to me. I managed to contact FedEx, the company used by Regency Hampers, who also didn’t phone back as promised, and they are having difficulty locating the third hamper. This delivery has now been cancelled and I hope I will be refunded for this. I do not believe I am responsible for the return of the ‘part-order’, the collection should have been arranged and paid for by Regency. As for their agents, they are a total waste of time, obviously repeating what they have been told to say parrot fashion. Disappointed on behalf of my family, and disgusted by the poor attitude of the company. This is so upsetting that I will use every method available to me, including social media, to warn others of the service they can expect from Regency Hampers. I paid over £150 for these hampers but Regency have no consideration for their customers. Hopefully BBC’s Watchdog will find this report interesting. Needless to say I won’t be using this company again.