Courier delay but call centre lady very helpful

I ordered a Christmas present for my son on the 04/12, it was shipped on the 05/12 and collected by courier on the 06/12. After that, everything went quiet. After a couple of calls to the call centre, and a complaint ticket, I finally asked for a refund on the 19/12 because my parcel hadn't arrived and the courier didn't get hold of me as promised. The parcel finally arrived on the 20/12 just in time for Christmas. The call centre lady was very patient as I was very upset, and assisted me without being rude. I think the issue was with the courier and not incredible connection. If you are waiting for your parcel, hang in there. The call centre is the best option to log a complaint ticket and follow up continuously.