I've been a customer of play.com for seven years and have placed over 140 orders with them (and that doesn't include playusa)
In the few instances where things go missing or arrived damaged the play.com customer service has been exemplary and reviews (used) to agree with me.
Unfortunately I fear that has all changed.
The delivery timeframe has shot up from a reasonable 14 days to a frankly ridiculous 21 days. I have an e-commerce business and experience with Royal Mail tells me that if something sent first class in the UK doesn't arrive in a week and a half its been condemned to sorting office purgatory.
The response speed for emails is beyond terrible. I sent three emails about the missing item over a week. I still haven't received a reply to any of them.
The phone based customer services seems to be located on Mars. And are considerably less helpful than a Martian would be.
So play.com has lost me as a customer. I'm sure that it won't even register as a miniscule pimple on the gigantic arse that is their customer services but I'm at the age where complaining is pleasurable.
I'm sticking with Amazon from now on who at least respond to emails and have a funky next day delivery for a reasonable annual fee.
