Disappointed birthday ***

I ordered a balance bike online for my son’s birthday coming up. I specified that they call me upon delivery. On 5/6/2023 I received an email stating that the bike was delivered but I received no phone call or bike.

I called customer service and the lady, who was very kind and helpful, said that they have logged the issues and they will be in touch.

I have since phoned twice more, with the same response but no further communication as promised. I must add that the call centre staff are very professional and kind and I realise that the matter is beyond them.

The bike is sold through a third party called GoEssential and I am finding it very frustrating that this matter is not being sorted out. I bought the bike early to be sure it will be here in time for the birthday but at this rate it won’t be.

I really just want to know when a new one can be sent or a refund be made possible so I can go spend my money elsewhere.