Formal Complaint - Paid Order Not Delivered Despite Multiple Broken Promises - Order Number PDZ11384

Dear Ramagaga

I am writing to formally escalate a serious service failure regarding my order for a wardrobe with assembly, purchased on [27/28 August], for which I also paid for delivery. I would like this matter addressed by senior management directly, as my repeated attempts to resolve it through your customer service line have failed.

Timeline of events: • [Friday, 28 August 2026]: Received an email confirming dispatch. No delivery date, time window, or courier details were provided. o No proactive call or email followed to arrange delivery. • Tuesday the week after: I called and was placed on hold while the agent tried to reach the warehouse. She was unable to get through and promised to call me back. She never did. o I called again the same day and was told delivery would happen "by end of week," with no ETA given. • Thursday last week: I called again and was told delivery would now take place Friday. • Friday last week, ~10am: I called for an update. The agent contacted the driver and confirmed I was on the schedule for delivery by end of day, and that the driver would call when nearby. o By 16:40, I had heard nothing and called again. After being placed on hold for around 5 minutes, I was told delivery would not happen that day, that the warehouse had given no explanation, and that it would now be rescheduled to Monday. o I asked to remain on the line until I received either a reason or a firm ETA. The call went dead with no hold music at approximately 16:45, and was disconnected entirely by 17:00 when the call centre closed.

I have paid in full for this wardrobe, its assembly, and its delivery. This is not a request for a favour — it is a service I have already paid for and am still waiting to receive, several days beyond every date I was given.

Beyond the logistics, this has had a real impact: this wardrobe was a birthday gift for my daughter, who is 16. She has now asked me whether the photos I sent her were AI-generated and whether your company is even legitimate, because of how long this has dragged on with no explanation.

I would like the following from you directly: • A confirmed delivery date and time window, communicated proactively — not something I have to chase. • A clear explanation for why the warehouse repeatedly failed to fulfil confirmed delivery slots. • Some acknowledgment of the service failure and inconvenience caused, given that I paid specifically for delivery and assembly as part of this order.

I would like to resolve this directly and fairly. However, if I do not receive a substantive response within [24–48 hours], I will have no choice but to consider raising this matter publicly, including on social media, so other customers are aware of the experience I have had.

I look forward to your prompt response.

Regards Carrinna