Online order delivered to the wrong address.

I cannot believe the level of incompetence i had to deal with, i placed a online order on the16 January.

On 20 January, I received a notification stating that my order was “out for delivery.” However, I never received the order, nor did I receive a phone call or any attempt at delivery. Upon contacting their online customer service line (***), one of their agents confirmed that the order had in fact been delivered to the wrong address. I was advised to check at Golden Walk, which I did on the 21st of January, only to be told that my order was not there.

Since then, my experience with their customer service has been extremely frustrating and unacceptable. I have repeatedly contacted their call centre, only to be transferred between departments, redirected to PEP, and even provided with an incorrect contact number ***), which belongs to an unrelated spare shop. I was informed by the business owner that they are constantly receiving calls from Ackermans customers due to this error. This is highly unprofessional and reflects very poorly on your internal processes.

Let me be absolutely clear: I will not be paying for an order that I did not receive. My delivery address is clearly stated on both the order confirmation and the invoice. It is evident that the delivery failure is a result of your courier’s error, not mine.

I expect this matter to be rectified urgently, either by:

Delivering my order to the correct address immediately, or

Cancelling the order in full with confirmation that I will not be charged for it.

Please note that this situation has caused unnecessary inconvenience, wasted time, and frustration due to repeated follow-ups and misinformation. I expect a prompt and written response confirming how this issue will be resolved.