Poor communication around status of orders

I placed an order ( ********** 2) on 4 December for a Mini Stretch Mrs Incredibles figure and a LEGO® Classic Creative Suitcase. I received a notification that delivery would take place on Tuesday, 18 December.

On 12 December 2018 I received a Delay Notification that you were waiting on one of the items (Mini Stretch Mrs Incredibles figure) from a supplier, and that the order would be delivered on 19 December instead.

On 13 December 2018 I received another Delay Notification telling me that the order would be delivered on 20 December.

These are Christmas gifts for my daughter, and I made this clear in the communication I sent to you asking whether the items would be delivered in time for Christmas.

I received an email from you telling me that the issue would be escalated.

I received an SMS on Saturday, 15 December, at 11:24am, telling me that my order would know be delivered by 5:00pm on Tuesday, 18 December.

This morning, at 08:47am, I received a Cancellation Notification email, telling me that the *LEGO® Classic Creative Suitcase* in my order has been cancelled because you no longer have stock.

At no time in any of the prior communication did you state that the LEGO set was not in stock, only that you were waiting on the Incredibles figure.

So let me get this straight: You had stock of the LEGO® Classic Creative Suitcase but were waiting on the Mini Stretch Mrs Incredibles figure. In that time, you managed to get the Mini Stretch Mrs Incredibles figure, but then ran out of the LEGO® Classic Creative Suitcase stock?

Did you not keep the LEGO stock aside for my order until the Mini Stretch Mrs Incredibles figure arrived?

How is that even possible?

I have now ordered a different LEGO set ( ********** 0), which your website listed as available, and have opted to collect it instead. I trust this will be ready for me to collect by tomorrow.

Please don’t tell me how busy you are. By now it is well known how busy retail becomes from Black Friday till Christmas. You should have plan better.