All items purchased not included

I placed an online order for three items on 9 November, one of which was a pair of earrings. I had a R200 voucher I wanted to use but received a message saying that the voucher cannot be app**** to my basket. I had no sale items in my basket and the voucher was still valid. I logged into the chat function on the site to request help but no assistance was available. Finally, I gave up and just placed my order.

When I received my order a few days later, the pair of earrings (which were quite expensive) was not included in the parcel. I sent an email bringing this to Poetry's attention. On 13 November I received an email in which the person apologised and said that it must have been "a picking and packing issue" and that they would get back to me as soon as possible. The person's name was not even included in the email.

It is now 27 November and I have had absolutely no feedback from Poetry. I've had some problems with online purchases with other online stores before (such as my order accidentally being switched with someone else's order) but it never bothered me because the helpdesks always resolved these matters in professionally and expediently. After all, we are all human and mistakes happen.

But to date, I have not received any kind of communication from Poetry. It is impossible to get someone to get back to you, you don't know who you are corresponding with, and there seems to be a lack of willingness to provide support. The notice on their website says we have to be patient because their staff are working remotely due to COVID-19 but I also work remotely due to COVID-19 and I respond to emails within 24 hours. Working remotely does not mean not working at all.

After all the good experiences I've had with Poetry, this is really disappointing.