Bad customer experience

FORMAL COMPLAINT AGAINST SOMPIRE – ORDER NUMBER ***: FAILURE TO DELIVER CORRECT GOODS AND UNACCEPTABLE CUSTOMER SERVICE

Formal Complaint Against Sompire – Order No. ***

Dear Sompire,

I am writing to formally lodge a complaint against Sompire regarding the unacceptable service I have received in connection with my order, number ***, which I placed in September 2026.

I am extremely disappointed and frustrated by the manner in which this matter has been handled, particularly the lack of communication, failure to provide proper assistance and the continued delay in resolving my complaint.

I initially placed an order for a pair of sneakers in size 2.5. However, when I eventually received my order in October, I discovered that the incorrect sizes had been delivered. Instead of receiving the size I had ordered, the box contained mismatched sizes, namely size 11.5 and size 2. This was not what I paid for, and the size 2 sneakers do not fit.

Considering that I had already waited from September until October to receive my order, discovering that the items were incorrect was extremely disappointing.

Since receiving the incorrect items, I have made several attempts to resolve this matter directly with Sompire. I have sent numerous emails, including repeated follow-ups, requesting assistance, an exchange for the correct size or alternatively a refund. Unfortunately, my emails have largely gone unanswered, and I have received no satisfactory feedback or resolution from their customer service team.

What makes this situation even more concerning is that there appears to be no contact telephone number available for customers to call and follow up on their orders. Customers are therefore left with email as the only means of communication, yet even those emails are not being acknowledged or addressed.

I have also attempted to escalate the matter by requesting that it be brought to Somizi's personal attention, as I believe the level of customer service being provided requires urgent intervention. Despite these efforts, I am still without a satisfactory resolution.

I find it unacceptable that a customer should have to send multiple emails and repeatedly chase a business for assistance after paying for goods that have either been incorrectly supplied or not properly fulfilled. Customers deserve to receive what they have paid for, together with reasonable communication and after-sales support.

I am therefore requesting the Ombudsman's intervention and assistance in ensuring that Sompire:

1. Provides a proper explanation for the incorrect items supplied and the unacceptable delay in resolving this matter. 2. Arranges an exchange and supplies the correct size 2.5 sneakers at no additional cost to me, including any necessary collection or return arrangements. 3. Alternatively, if Sompire is unable to provide the correct items, processes a full refund of the amount I paid. 4. Addresses the apparent lack of customer service and failure to respond to repeated customer enquiries.

I have retained proof of my order, the items received and the emails I have sent to Sompire in an attempt to resolve this matter. I will attach these documents as supporting evidence for your investigation.

I am approaching the Ombudsman because I have exhausted reasonable attempts to resolve this matter directly with the company, and I believe I should not have to continue pursuing a business for goods that I have already paid for.

I kindly request your assistance in investigating this complaint and ensuring that a fair and reasonable resolution is reached as soon as possible.

I look forward to your acknowledgement and feedback regarding the next steps.

Yours faithfully,

Llai Mabula Order Number: *** Company: Sompire Date of Order: September 2026