Mr Price Failed to Deliver My Order, Unprofessional Courier Conduct, and No Follow-Up from the Escalations Team.

I am extremely disappointed and frustrated with the poor service I have received from Mr Price regarding my online. This experience has been unacceptable from the failed delivery attempt to the complete lack of meaningful communication and accountability from the company.

My order was scheduled for delivery on 12 October 2026, but as of 22 October 2026, I have still not received my parcel or a satisfactory explanation regarding its whereabouts.

The delivery driver claimed to have been at our gate, but this was not true. We were outside waiting for the delivery and even took a photograph of our gate as evidence that the driver was not there. When we tried to explain that he might have gone to the wrong address, he was rude, dismissive, and unwilling to listen. Instead of making a reasonable effort to locate our property or contact us for directions, he insisted that he was at the correct location and claimed that he was leaving because nobody was coming to collect the parcel.

What makes this situation even more frustrating is that Mr Price has successfully delivered previous orders to this exact address. Therefore, I fail to understand why my address has suddenly become a problem.

I have contacted customer service repeatedly and have provided my full delivery address, suburb, and contact number on several occasions. Despite complying with every request, I have received no definite delivery date or practical solution. I was even informed that, despite my details being escalated to the relevant team, delivery could not be guaranteed.

On 19 October 2026, I formally escalated my complaint to Mr Price Customer Service Management, outlining the failed delivery, the driver's unacceptable behaviour, the repeated requests for information already provided, and the lack of accountability. I clearly requested confirmation of my parcel's location, an investigation into the driver's conduct, and a definite delivery timeframe.

On 20 October 2026, I received a response from Fiona Bhikapersad from Team CX Escalations, who apologised for my experience and advised me that my concerns regarding the parcel and the driver's interaction had been escalated to the courier. She further stated that she would update me as soon as feedback was received.

However, as of 22 October 2026, nobody has called or emailed me with an update. I have received no information about the outcome of the escalation, the whereabouts of my parcel, or when I can expect delivery.

An apology and an escalation are not solutions. If Mr Price's Escalations Team acknowledges a complaint and promises to provide feedback, I expect that commitment to be honoured. Customers should not have to keep chasing a company for basic information about orders they have already paid for.

I am particularly disappointed that I have had to spend so much time trying to resolve an issue that should have been handled professionally by Mr Price and its delivery partner. The lack of communication leaves me feeling ignored and disregarded as a paying customer.

I am requesting the following:

1.Immediate confirmation of the current location and tracking status of my parcel. 2.A clear explanation for the failed delivery and the driver's claim that he was at our gate. 3.Feedback on the investigation into the driver's conduct. 4.A confirmed delivery date and a commitment to ensure that my parcel reaches the correct address. 5.An explanation for why I have not received the promised follow-up from the Escalations Team. 6.If Mr Price cannot fulfil the delivery, a clear explanation of the next steps, including cancellation and a refund.

I placed my order in good faith and expected a reasonable standard of service. Instead, I have experienced delays, unprofessional courier behaviour, repeated requests for the same information, and a disappointing lack of communication from the very team responsible for resolving my complaint.

Mr Price, please take accountability for this matter. I do not want another generic apology or confirmation that my complaint has been escalated. I want a clear answer, meaningful action, and a resolution.

I hope this complaint receives the attention it deserves and that a responsible manager will intervene to resolve the matter without further unnecessary delays.

Original Delivery Date: 12 October 2026 Formal Complaint Submitted: 19 October 2026 Response from CX Escalations: 20 October 2026 Latest Status as of 22 October 2026: Parcel not received; no follow-up received.

I look forward to a prompt and meaningful resolution.