Daniel Wellington - NO DELIVERY FROM ONLINE STORE!

I placed an online order with Daniel Wellington on 2 December 2024 (Order No. SH13760ZA), intending it as a Christmas present for my daughter. According to the website, delivery was promised within 3-5 business days, meaning I should have received it by 11 December 2024.

Chronology of Events: 4 December 2024: I received an email from Daniel Wellington confirming my order was on its way. 6 December 2024: As per the UPS tracking number (1ZB5676V***), the parcel was listed as having arrived at the facility in Kempton Park, South Africa. 11 December 2024: Concerned that the parcel had not arrived, I called UPS (***). After waiting 25 minutes, I spoke with Sello Makgopany, who informed me the package had not arrived in South Africa but was still en route. I requested to speak to a manager, and Sello assured me Zweli McHune would call me before the close of business on the same day. I am still waiting for that call. 12 December 2024: Daniel Wellington sent another email congratulating me on my purchase despite no delivery being made. 13 December 2024: I emailed *** to inform them that I had not received my order and attached proof of payment and the invoice. 15 December 2024: I sent a follow-up email, emphasising the urgency as we were leaving for our holiday on 21 December and required delivery before this date. 17 December 2024: A third email was sent with no acknowledgement. On 18 December, UPS responded, stating, "Please allow us to check with partners in Germany to confirm the delay for shipment to South Africa. We will revert with updates once received." 20 December 2024: I emailed Daniel Wellington again, requesting cancellation of the order due to lack of delivery and the frustrating demands from UPS (Charlaine Mahlangu)for a detailed description and photographs of the package contents. Escalation: On 20 December 2024, I visited the Daniel Wellington store at Canal Walk - Cape Town, hoping to collect the rings. The store staff informed me they were a separate entity from the online store and were unable to assist. As a result, I had to re-purchase the rings directly from the store for my daughter’s Christmas gift.

On 23 December 2024, I received an email from *** (Ticket ID: ***) stating a Customer Service Advisor would respond as quickly as possible. To date, no one has contacted me.

On 29 December 2024, I sent yet another email, my fifth, reiterating that I had not received my order.

My Demands: Cancellation of my online order. A full refund for the undelivered items. Due to Daniel Wellington’s non-existent customer service and poor choice of courier (UPS), I have been forced to spend twice the amount for a single gift. I no longer want or need the original order, and the lack of accountability is unacceptable.

Recommendation: Avoid the Daniel Wellington online store entirely. If you wish to purchase their products, visit a physical store instead.