Delayed order with poor communication and inconsistent support experience

I placed my order on 30 May 2026, and it entered the "Quality Check" stage on 1 June. The estimated delivery window was 2–5 June. I fully understand that delivery dates are estimates and that delays can occur due to circumstances beyond a company’s control. However, when that delivery window passed, I received no communication explaining the delay or providing an updated timeline.

I eventually contacted customer support on 9 June and was told that there was a backlog of orders due to public holidays in Dubai between 25 and 29 May. While I understand the reason for the delay and agree that such situations can happen, I do not understand why customers were not proactively informed once orders began exceeding the estimated delivery dates.

During that call, I was assured that my order had been expedited and would be shipped soon. However, even after this assurance, the order remained in the "Quality Check" stage with no visible progress or further updates.

I contacted customer support again today seeking a clear update. The only resolution offered was an R800 discount code for a future order, despite already having received the same discount when placing this order. I was then asked to wait another 24 hours for an update. After nearly two weeks since placing the order, multiple follow-ups, and repeated assurances, there is still no clear timeline or meaningful update on the status of my order.

What makes this situation even more frustrating is the inconsistency in experience compared to others. A friend of mine had a very positive experience with Revibe, which influenced my decision to order in the first place. I expected a similar level of service and communication. Instead, my experience has been very different.

My frustration is not only about the delay itself, as I understand that estimates are not guarantees and delays can happen. The main issue is the lack of proactive communication, repeated assurances without visible progress, and the absence of transparency regarding why the order remains stuck in Quality Check. At this point, it is difficult to feel confident about future orders, as there is uncer*****y about whether this experience will repeat itself.

Customers should not have to repeatedly chase updates for overdue orders. Clear communication and realistic expectations would significantly improve the experience.