They simply don't want you to call support
After a fruitless visit to a well known department store to buy a particular jacket (they'd sold out) the sales staff informed me I could buy one from their online store. Great. Order placed online. Hermes were supposed to deliver the jacket a couple of days later. I got an email which had a tracking link showing how much longer the delivery driver would likely take to arrive. Finally, I got an email saying the jacket had been delivered. But, but, nobody has been! Tried to contact Hermes via their website. Nightmare. Their site hung at any attempt to submit their contact form. Finally gave up and looked on the department store's website. Eventually, in a way reminiscent of something Douglas Adams said, I found details of how to contact their support staff embedded at the bottom of a webpage in a disused lavatory with a sign on the page saying ‘Beware of the Leopard'".
I phoned the support number. Waded through a huge menu, made a mis-step and got disconnected. Phoned again, menu system again. Then stuck in a queue. "Your call is important to us" repeated ad-nauseam amid repeated suggestions to look on the FAQ page of their website instead. After 20 minutes stuck in the queue and my phone battery and patience starting to falter, I got to speak to a human being, with barely intelligible English. Went though details of order number, name, address etc. "Yes your parcel has been delivered." "No it hasn't." "Were you out?" "No, been here all day, waiting." According to the Hermes tracking system my parcel was "handed to reception". "Yes?" queried the support bod. "There is no reception. This is a private residence." "Ah, I take your point. I'll contact the carrier and find out what's happening". Another ten minutes stuck on hold. "We're unable to contact the driver, so we'll send you another jacket, next day delivery." "Great" I say. "Oh just a moment, we've sold out of your size". "Arggghhhh!". "OK, sir I'll give you a full refund."
A random stranger knocked on my door the following day, from a house a mile up the road. "I think this parcel belongs to you. I found it in my garden shed."
I was about to phone the department store customer support to tell them I'd finally got it, so could cancel the refund. Then I thought about their phone menu system and another twenty minutes stuck in a queue to speak to someone. Bugger it. I'm not going through all that again.
I notice the department store in question recently posted poor Christmas turnover results. Hmmm.