Nightmare online Order

ORDER OD *** Dear [Customer Service Manager / Branch Manager],

I am writing to express my deep dissatisfaction with the service I have received regarding my recent order placed on Monday, 4 August.

On Tuesday, only half of my order was delivered. I contacted your call centre on Wednesday to inquire about the remaining items and was assured that the branch would be contacted and I would receive confirmation via email. Instead, this morning I received a notification that my order has been cancelled — without my request — and now I am expected to wait 7 to 14 days for a refund.

This is unacceptable. I paid immediately when placing the order, yet now I am left without the items I urgently need and forced to wait for a refund before I can purchase them elsewhere. The lack of communication, failure to deliver, and delay in refunding my money reflect pathetic and unprofessional service.

I request:

A full explanation of why the order was cancelled. Immediate processing of my refund as it amounts too R 900. Confirmation of when the refund will reflect in my account. I trust this matter will be treated with the urgency and seriousness it deserves.