Pillow Talk

I ordered a duvet and comforter set for my daughter as a reward for doing so well in her exams. It was quiet for a couple of weeks before I heard anything. When I looked at the site, it said it was in transit. I eventually emailed homechoice to ask what was happening. I then got a message from the courier saying they were unable to deliver it. (there is always someone at home.) They don't share who the courier is or estimated delivery date. After back and forth over email, we finally took delivery. The pillow case wasn't included. I then contacted homechoice to ask what I must do. I got an apologetic response that asked if the package had been tampered with. I rep**** that it had not, but the comforter comes in a zipped up packaging so could pillow case could be taken out (not sure why anyone would want the pillow case without the matching rainbox colored comforter) Then it went quiet for a while until i emailed again. Eventually got a response saying "Please note that there are no spares/extra's available. There are two options a write off can be actioned or a request to return the order, please advise." I responded, asking what a write off was and then got this response: "Kindly be advised when the collection occurs we need to wait for it to be credited, a refund will be actioned as it is a guest profile and no amendments can be done on a guest account." I am not sure what this is supposed to mean, but by now I have finally let my daughter use the comforter because she earned it and it's been over a month since I ordered it. I can't send it back now, so it is what it is, but the experience has been terrible and I wouldn't recommend it. If I was them, I would have at least offered to refund the price of a pillow case.