In my bad books

My favourite bookshop is in my bad books having taken 18 days (compared to the 7 days promised) to deliver the books I ordered for Christmas and failed to once answer the phone as I chased up my order. Seeing their reviews they clearly have a serious problem - despite blaming Royal Mail for slow delivery my emails show the delay was between me placing the order and them dispatching it. These will be returned as when they hadn’t arrived by the 23rd, I made other plans. Sadly I have to cover the postage costs for returns even though the shop is local ... and these are heavy hardbacks.