Do not order online

Let me just say that my wife really loves poetry. So, since I’m no good at Christmas gifts, I told her to choose something from them that she would like as her gift. My wife ordered two accessories on the 15th of Dec. 2020 online after we went to one of their stores that were out of stock. When she ordered she told me that she was a bit worried because, even though her status showed “paid” and she saved the order number, she never received an email with any kind of confirmation. We kept our phones with us since then to ensure we don’t miss the delivery. This morning my wife checked her status to find that her profile showed that the items were delivered yet we did not receive anything at all. She then tried to get in touch using their call centre which is extremely bad. The line died on her 3 times and only on the 4th call was it successful. After a few minutes an operator took her call, was friendly and professional. He said that the order shows delivery failed, yet neither of us received a call from our gates intercom (we live in a complex and the intercom has 2 options so they definately would have been able to reach one of us) nor a different number from a possible courier company. We have our call history as proof. The operator said that he would escalate the problem and get back to us. That was at 10am and since then, 8hours later, we have heard absolutely nothing. My wife tried the call centre again at 3pm this afternoon as well as just now at 6pm, holding each time for 15 minutes without any assistance. Your stores are lovely but we will never ever order online from Poetry ever again. It has now been 7 days without any communication (no confirmation email, no courier tracking number) about our delivery whatsover. Two days before Christmas and no gift yet. Really dissapointing.