Repeated late deliveries

I am extremely disappointed with the repeated failure of MyRunway to deliver on the service promises made to customers.

On 23 September 2025, I placed an order (order no ***)(2 items) with the clearly stated delivery lead time of 1–3 working days for main centres. Living in Pretoria, I expected delivery by 26 September 2025 at the latest. Instead, I have now received yet another delay notification, worded in an unprofessional and dismissive tone, suggesting my order will be “fashionably late.” This attempt at humour is inappropriate when customers are facing repeated service failures.

This is not an isolated incident. On 25 August 2025, I placed order ***, also with a 1–3 working day lead time. That order only arrived on 2 September 2025, well outside of the promised timeframe, with no apology or explanation.

I have been a loyal customer of Runway Sale/MyRunway for over a decade, but this pattern of broken promises, lack of accountability, and poor communication is unacceptable. They are advertising timelines that they consistently fail to meet. This amounts to misleading customers.

I therefore expect:

A written explanation for the repeated delays. Confirmation of the exact delivery date for my current order. Clear communication on what corrective measures MyRunway will put in place to prevent this from continuing.

Should this matter not be resolved satisfactorily, I will have no choice but to escalate my complaint further and reconsider my loyalty to the platform.