I typically do not have an issue with delivery, other than receiving a poorly packaged item. Either the individual was rushing or just didn't care. This has happened to me at least 5 times.
Whenever I have called customer service, I was referred to personal shoppers. The CS person was NOT the best. However, after I was connected to personal shoppers individual, she was very nice. To date, I never call CS, only personal shoppers. They are very helpful.
***** I think it's confusing to the customer. In other shopping settings you go to CS for help. To be honest, I don't know what their responsibilities are for the customer? Just be sure to keep personal shoppers.