The Fragrance Shop review: Lost order

I am a member of their scent addict scheme. My 3rd order was not received, I have had to wait 10 working days before it is classed as lost even though it should be delivered in 4 days.
Still not arrived after 18days since dispatch. There had never been any tracking available on their portal. I was offered a replacement or refund but only after they have confirmed it with the courier. I feel this is unacceptable as I have had to contact them several times and the answer is always this is their process. The process should be very sorry, I will send a replacement immediately, and this should be after the 4 days. I expect some excellent goodwill from them or I will be going elsewhere for perfume purchases in the future.