Items missing from order

Purchased from their online store, and awaited delivery, I received an email then saying my goods have been delivered. Since I had given my work address I checked with my colleagues for the delivery and none was recieved.

The next day we checked with the security company and the parcel was lying in the guard house, I was not informed till I questioned.

Some of the items were missing and an email sent to Steve Madden customer care, I recieve vague correspondence that the matter will be investigated. After three days I sent out another email and was told investigations take 5 business days, this could have been mentioned in the initial email, there is no customer care details to call them, there is no name on the email from who sent it .

I can’t understand such a huge brand is this how they operate and are expecting clients to be satisfied with this, these aren’t cheap items we are purchasing.

This isn’t my first poor experience with the company but sometimes giving them a second chance clearly shows their lack of changing and improving.