Paid for My Order, Never Received It, and Sheet Street Has Failed to Resolve the Matter

I am extremely disappointed with the service I have received from Sheet Street.

On 4 October 2026, I placed an order online and my payment went through successfully. However, I never received a valid order confirmation. When I contacted Sheet Street for assistance, I was initially informed that my order had been shipped to the courier and was given an order number. Shortly afterwards, I was told that they could not locate my order.

Since then, I have been trying to get answers about my order and the payment that was taken. The matter was supposedly escalated to the relevant department, and on 7 October 2026, I was informed by the CX Escalations team that it was still under investigation and that I would receive feedback.

I have continued to wait, followed up, and remained patient, but I have still not received my order or a satisfactory explanation. I have also not received a meaningful update or a definitive resolution.

What is particularly frustrating is that I paid for my purchase in full, yet I am the one who has to keep chasing Sheet Street for answers. Customers should not have to spend days following up on an order that should have been processed correctly from the beginning. Being repeatedly told that a matter is "under investigation" is not an acceptable substitute for resolving it.

I have communicated with customer service and the CX Escalations team, but the issue remains unresolved. I have now reached the point where I feel that my concerns are not being taken seriously.

I am sharing my experience on HelloPeter because I believe customers deserve transparency, accountability, and proper communication when something goes wrong with an online purchase.

I should not have to keep pursuing a company for an order I have already paid for.

I hope Sheet Street takes this complaint seriously and resolves it without further unnecessary delays. As of the date of this review, my issue remains unresolved. Sheet Street, I am still waiting for answers and a resolution.