Mr D Cancelled Urgent Order Without Explanation and Is Withholding My Refund

I placed an online order with Mr D on 31 December, expecting delivery on 1 January. The order was urgent and extremely important to me. The store had already picked my items and moved the order forward when Mr D cancelled the order without any explanation.

Both the store and I were confused, as they were not informed of the cancellation. When I contacted Mr D, I was told that all orders from this store were cancelled due to no drivers available. I requested to speak to a manager because I urgently needed my funds released immediately.

My call was dropped while waiting for a manager, and no one called me back. After calling again, I eventually spoke to a manager, Xolela, who told me that an immediate refund was not possible due to the public holiday but assured me that if I called today (02 January), the managers would arrange an immediate payout as finance would be available.

I called today based on this assurance and was shocked to hear that this was not true. I am currently still on the line, nearly an hour later, and the manager on duty, Olwethu, is refusing to take my call.

I urgently need my money refunded today. This experience has been extremely stressful and unacceptable.