LL***

ubject: Formal Complaint Regarding Delivery Experience

Good day,

I am extremely disappointed with the service I have received regarding my order.

Please note that my shipment was held in customs and rerouted for two days without any communication from your team. No one contacted me to advise of the delay or provide an update on the status of my order. I had to repeatedly contact your customer service department myself, only to be informed that no estimated delivery date could be provided.

To make matters worse, after more than 24 hours, a decision was made to return my order without any attempt being made to deliver it to the address provided. Throughout this process, I was repeatedly told that I would receive a refund, but no effort was made to address the inconvenience caused, discuss compensation, or provide a satisfactory resolution.

I am also disappointed by the lack of customer care demonstrated. There was no proactive communication, no empathy shown towards the situation, and despite requesting a callback from a Team Leader, I never received one. I was advised that the Team Leader, Tear, was on another call for several hours and no alternative arrangement was made to address my concerns.

As a customer, I find this level of service unacceptable. I believe that customers should be kept informed of delays, especially when shipments are held in customs, rerouted, or being considered for return. The lack of communication and accountability throughout this process has been extremely frustrating.

Based on this experience, I would not recommend this service to others. I request a full explanation as to why my shipment was returned without delivery being attempted, why I was not kept informed throughout the process, and what steps will be taken to prevent similar situations from occurring in the future.

I look forward to your urgent response.

Kind regards,
Chen Theron