Worse than poor online service and communication

I am writing to formally lodge a complaint on behalf of my wife regarding her online order placed on 6 January, which had a confirmed delivery date of 27 January.

As of today, 29 January, the order status still reflects “not ready to ship”. This is extremely disappointing, particularly as the order was placed well in advance for our daughter’s 7th birthday, which was on 28 January.

What makes this situation even more unacceptable is the complete lack of communication from their side. An escalation was logged on 26 January, yet no feedback, update, or resolution has been provided.

In an era where online shopping is standard practice, I have never experienced such poor service, lack of accountability, and absence of customer communication.

It would be of great interest to see if a complaint on HelloPeter would get them to respond, as the internal escalation process is clearly not setting the urgency.