Urgent attention

Urgent Complaint – Order Delay and Lack of Communication

Dear Exito Fashion House,

I am writing to formally express my frustration regarding my order placed on January 4th, for which I made full payment. Despite waiting patiently, I have yet to receive my dress.

At the end of January or early February, I noticed the owner posting about a hospital stay and surgery. While I understand personal circumstances may arise, there has been no reliable communication regarding my order status. Attempts to contact your call center have failed—both numbers are unavailable, and your email inbox is full.

By mid-February, the owner announced the business had reopened and orders were being sorted. However, as of February 17th, I am still waiting for my order with no updates. I also lodged a complaint on Hello Peter, but no action has been taken.

This situation is unacceptable for several reasons: 1. Lack of accountability – A business should not come to a standstill due to one individual. If the owner was unavailable, there should have been a system in place to handle customer queries and order fulfillment. 2. Poor communication – There is no reliable contact number, and customers are left in the dark. A professional business should provide clear updates and realistic timelines. 3. Unjust prioritization – Some customers seem to receive their orders while others are left waiting indefinitely. This creates the impression that smaller, infrequent buyers are not valued. 4. Conflicting excuses – The explanation about returned orders due to holiday-related address issues does not make sense. Customers provide home addresses for deliveries, not business addresses.

At this point, I am left with two options: 1. Deliver my order immediately. 2. Provide a full refund.

I expect a response within 48 hours, or I will escalate this matter further. It is extremely disappointing to receive such service, and this experience is precisely why many customers hesitate to support small businesses.

I look forward to your response Lydia Dengo