Four Failed Collection Commitments and No Ownership of a Return Logged Nearly Two Weeks Ago

We logged a return request for a carpet with Superbalist nearly two weeks ago and are still waiting for the item to be successfully collected.

There have now been four failed collection commitments.

On three separate occasions, a courier arrived at our property but was unable to collect the carpet because the vehicle dispatched was too small. On each occasion, photographs were taken, and the issue was reportedly logged with Superbalist.

After numerous phone calls and emails from both my husband and I explaining the issue, we were assured that collection would take place on Friday, 29 May. We followed up again on Friday morning and received further confirmation.

No collection took place.

When we contacted Superbalist later that day, we were told there was no indication on the system that collection had been scheduled.

What has been most disappointing throughout this process is that every single follow-up has been initiated by us. Not once has Superbalist proactively contacted us to explain the delays, provide an update, advise on next steps or take ownership of the matter.

Instead, we have spent going-on two weeks repeatedly calling, emailing, following up and re-explaining the same situation to different agents.

Last Friday, 29 May, I was assured that the matter would be personally overseen and that I would receive a follow-up email. No email was received.

Today, on Monday, I sent two further emails requesting escalation to a senior supervisor and asking for a call back. Neither email was acknowledged.

The impact has gone beyond inconvenience. I run my own business and have spent the last week and a half adjusting meetings, schedules and work commitments to remain available for collections that either could not take place or never happened. The delayed collection is also preventing the return from being processed and delaying the associated refund.

At this stage, the issue is not simply a delayed collection. It is the complete lack of ownership and accountability despite repeated failures.