Dear Superbalist Customer Service, I am writing to express my dissatisfaction regarding a recent experience with your delivery service and to formally request a refund of my R300 delivery fee for an order I have since had to cancel. Before placing my or

Dear Superbalist Customer Service,

I am writing to express my dissatisfaction regarding a recent experience with your delivery service and to formally request a refund of my R300 delivery fee for an order I have since had to cancel.

Before placing my order for a headboard—a large item—I contacted your customer service team to confirm if weekend delivery, specifically on a Saturday, was possible. I explained that I am unavailable during the week due to work commitments and would only be able to receive the delivery on a Saturday. One of your consultants assured me that this would not be an issue and advised me to schedule delivery for Saturday after placing the order.

Following this advice, I proceeded with the purchase and rescheduled my delivery to Saturday. I even received a confirmation SMS indicating that the item would be delivered on the specified Saturday. However, despite waiting the entire day, the delivery did not arrive, and no communication was made to inform me of any delays or changes.

To my surprise, the delivery team attempted to deliver the item the following Monday—during the week and working hours, as I had clearly stated I would not be available. Naturally, I was unable to accept the delivery, leading me to cancel the order altogether.

I now find it extremely disappointing and unfair that I am being told I am not eligible for a refund of the R300 delivery fee due to company policy. The issue here is not a change of mind on my part, but rather incorrect and misleading information provided by your consultant, which directly influenced my purchase decision.

I do not run a charity that gives away money for services not rendered. The failed delivery and inconvenience were a result of Superbalist’s internal communication and service failure—not mine. As such, I believe I am entitled to a full refund of the delivery fee, and I kindly urge you to review this matter with fairness and integrity.

Please respond promptly with confirmation that my refund will be processed. I would appreciate your assistance in resolving this matter without the need for further escalation.