Outstanding online order &poor customer service

I am writing to formally express my disappointment regarding my recent online order placed on 28 March, which I have yet to receive.

Since placing the order, I have made multiple follow-up calls to track its progress. Unfortunately, I have been continuously redirected between your team and the courier company, with no clear resolution. I have now been informed that the parcel has been returned to Ackermans; however, I am being told that it cannot be resent to a store for collection, which is extremely inconvenient.

In addition to the delay, I am concerned about the level of customer service I have received. The support has been unhelpful, and on one occasion, a call was ended while I was requesting to escalate the matter to a supervisor. This is unacceptable.

I kindly request urgent assistance to resolve this matter—either by ensuring that my order is delivered promptly or by providing a full refund without further delay.

I trust this issue will be handled with the urgency and professionalism it deserves.