Hi, I'm FRUSTRATED & ANNOYED, & I'm very disappointed in Superbalist's service delivery.

<p>I understand that this is the busiest time of the year for all industries, & also that mistakes happen.</p> <p> </p> <p>What I don't understand is the lack of communication, or rather miscommunication between a loyal, paying customer and the brand.</p> <p> </p> <p>I ordered 3 items from Superbalist on Monday, the 19th of December. The order was initially split in 2 - one was due to arrive on the 20th, the other on the 23rd - two days that I knew I would be available to wait around at home for the delivery. On Tuesday I received the first part of the order, only to find that it's the wrong items. I logged an exchange which was supposed to be picked up between 11:00 & 17:00 on Wednesday, the 21st. As I did not plan on having this mishap, I had to arrange for someone to wait at the house from 11:00 to 17:00. By 16:00 the delivery still hadn't come.</p> <p> </p> <p>The second order, which was due on the 23rd arrived on the same day, & was correct - so well done on that.</p> <p> </p> <p>After another phonecall, the client concierge told me that MrD had not been to the address yet, so I can expect them before 17:00. At 17:30 - still nothing. I then took to the Live Chat feature on the app where I was told that the courier was late on his collections so it has to be moved to the next day, which is today. I explained once again that I don't have anyone to come wait around again, so I will need to change the collection address. The client concierge then told me that they will see what they can do & let me know as soon as they have news on whether it's a yes or no --- I am still waiting on that email.</p> <p> </p> <p>Later that evening I received an email from another person at the client concierge which stated that the MrD guy was there to collect the package at 9:00 (which is 2 hours earlier than my first Superbalist collection confirmation email stated) and then again at 12:30 - who the person waiting at my house did not see. I explained once again that I already spoke to someone and that I am waiting on a confirmation on whether the address wil be changed or not. No reply after that.</p> <p> </p> <p>This morning I once again took to the LiveChat feature on the app to find out whether the package will be collected from that address or not, only to be bounced around from person to person & having to repeat myself over & over - still with no definite confirmation. At 12:20 I received an SMS stating that the order could not be collected AS SCHEDULED, and will have to be rescheduled for tomorrow, the 23rd from address that I had to change it to. Now, once again, Superbalist messes up my schedule as I can be at the original address on the 23rd and not at the other later than 12:00.</p> <p> </p> <p>Also, I did not plan on having my orders being messed up later than the 23rd, so I am not going to be in JHB for the next week to receive the items that I originally paid for.</p> <p> </p> <p>I am very unhappy that I now have to pay for a mistake on Superbalist's behalf. I was okay with the first round of mishaps, but this is getting ridiculous. Clear communication would be appreciated.</p> <p> </p> <p>Here are a couple of tips on what you can to do solve this problem:</p> <p>1. Have 1 person tend to a complaint/exchange/return.</p> <p>2. Have better communication with MrD - let them phone the client or send an SMS when they are at the address, or have them send an SMS to the client if they missed the collection with a number that you can phone to reschedule it with them.</p> <p>3. Pay more attention to the exchange/return system, as it is a crucial part of the customer service delivery system.</p> <p> </p> <p>I used to love Superbalist, but now that love is gone.</p>