Failed delivery and poor service

I am writing to formally express my disappointment regarding the failed delivery of my headboard, purchased from Rochester Clearwater and scheduled for delivery on January 23, 2025. The delivery was to be made by a driver named Zazie from Pepkor Lifestyle Group.

On the scheduled delivery date, I received a call from your office stating that the driver was unable to reach me. However, this was not possible, as I had been receiving calls without any issues. I was then provided with the driver’s contact details and asked to call him directly, which I did. Upon speaking with him, he informed me that he was already in Protea and that he had not been able to call me because my contact number was missing from the delivery note and my address was incorrect. Despite this, he assured me that he would attempt delivery the following day.

Later that day, on January 23, 2025, the driver sent me a WhatsApp message simply stating, “Send address,” which I promptly did. However, he never showed up for the delivery. I then contacted the store representative who had been assisting me, and she confirmed that the address in their system was indeed the correct one that I had provided in-store.

The next day, I followed up with the driver to confirm if he would be delivering my item, to which he dismissively responded, “Nope, arrange with the shop.” This level of unprofessionalism and lack of accountability was extremely frustrating.

Subsequently, I was informed that my headboard had been returned to the warehouse and that a new delivery date would be scheduled. I allowed some time before following up, only to be told that the item was now out of stock and that the store was awaiting new stock. This raises a serious concern—how does an item that was already out for delivery suddenly become unavailable?

The service I have received throughout this process has been unacceptable. When I purchased the headboard, I was given the option to collect it from the warehouse, but I was persuaded to use the store’s delivery service on the basis that it was more convenient. Instead, this experience has been nothing but frustrating and poorly handled.

Furthermore, why the driver asked for my address only to fail to return for the delivery. The lack of communication, professionalism, and reliability from your delivery service has caused significant inconvenience.

I expect a prompt resolution to this matter, including a clear timeline on when I can expect my headboard to be delivered. I also urge you to address the conduct of the delivery driver, as his dismissive and unprofessional behavior is unacceptable.