Horrible service

Dear Superbalist Customer Service,

I am writing to formally express my disappointment and frustration regarding the handling of my recent order and the extremely poor service I have received throughout this process.

I placed an order with Superbalist and paid an additional fee for next-day delivery because I specifically needed the items for an occasion over the weekend.

On Thursday, 13 August 2026, my parcel was incorrectly sent to a different address. At approximately 16:00, I had to contact the delivery driver myself to establish why my parcel had been sent to the wrong address. The driver informed me that, that was the address he was given, he could hold a conversation long enough to get a correct address because he did not have sufficient airtime. He also advised me that, because it was already late, he would not be able to deliver the parcel to the correct address that day.

I then contacted Superbalist and spoke to Candace Bolley. Following our telephone conversation, she sent me the following confirmation:

“As per our telephonic discussion you received a call from the delivery guy to confirm that he is at your work address. And you need the order no later than tomorrow. We will be escalating your query and will get back to you with feedback.”

Based on our telephone communication, I understood that the matter had been escalated and that my order would be delivered on Friday, 14 August.

However, by approximately 15:30 on Friday, there was still no delivery and I had received no meaningful update. I contacted Superbalist again and spoke to Ranichia, who assured me that she would try to locate a driver with my parcel and arrange for it to be delivered to me by 19:00 that day. She also promised to call me back with an update.

When I realised that I had not received the promised call, I contacted Superbalist again. I was informed that Ranichia had already left. I then checked my emails and discovered that, one minute before leaving, she had sent me an email advising me that my order had been allocated to the incorrect delivery branch/courier facility and would have to be returned to the warehouse. I was informed that this could result in a further delay of 3–5 business days.

This was extremely frustrating, particularly because I had just spoken to her and had been assured that every effort would be made to have my parcel delivered that same day.

I subsequently requested to speak to a manager and, after some difficulty, was eventually transferred to Natasha. After a lengthy conversation with her, and realising that my order was clearly not going to be delivered on Friday, I requested that the order be cancelled and that my money be refunded. I explained that I had needed the items for an occasion that weekend and that, due to the repeated delivery failures, I now needed to purchase alternatives elsewhere.

Natasha explained that she could not guarantee that the refund would reflect immediately, but assured me that she would send an instruction to the relevant department to process the refund.

Monday came and no refund had been received. When I checked my Superbalist account, the order had not been cancelled and was still showing as due for delivery.

On Tuesday morning, 18 August, I received a notification that my order was going to be delivered. I again contacted Superbalist and requested to speak to Natasha. I spent approximately 12 minutes waiting to be connected, after which she eventually called me back.

During this conversation, Natasha apologised again and explained that she had instructed the relevant department to process the refund and instructed that the order should not be delivered. However, she advised me that the delivery department had apparently not followed those instructions.

At this point, I have spent a significant amount of my own airtime repeatedly contacting the delivery driver and Superbalist in an attempt to resolve a problem that was not caused by me. I have received repeated assurances, apologies and promises, none of which have resulted in the matter actually being resolved.

What is particularly disappointing is that I have been a Superbalist customer for years. I therefore expected a much higher level of professionalism and customer service, particularly when I had paid an additional fee for next-day delivery.

The issue was not simply that there was a delivery error. Mistakes can happen. What is unacceptable is the way the matter was subsequently handled:

* My parcel was sent to the wrong address. * I had to spend my own airtime contacting the driver to establish what had happened. * I was assured that the parcel would be delivered the following day. * I was then informed, only after I followed up, that the parcel had been allocated to the wrong delivery facility. * I was promised a call back that never happened. * I was only informed of the further 3–5 business day delay after following up myself. * I requested a cancellation and refund, but the order was not cancelled. * I was subsequently notified that the parcel was still being delivered despite the instruction for a refund and cancellation. * I have now spent several days repeatedly contacting Superbalist to resolve the same issue.

This entire experience has been extremely frustrating and has caused me considerable inconvenience, particularly because I placed the order specifically for an occasion and paid extra for expedited delivery.

I would therefore like Superbalist to urgently confirm, in writing:

1. That my order has been cancelled and will not be delivered. 2. That my full payment, including the additional next-day delivery fee, will be refunded. 3. When exactly I can expect the refund to reflect in my account. 4. What will be done to address the service failure and inconvenience I have experienced.

I would also appreciate this complaint being escalated to the appropriate senior management team for review. I do not believe that repeated apologies are sufficient at this stage. I would like a clear explanation of how an order could be incorrectly allocated, why the subsequent instructions were not followed, and why I have had to repeatedly contact Superbalist to obtain updates on an issue that should have been resolved internally.

I am extremely disappointed with the level of service I have received from a company I have supported for years. I sincerely hope that this complaint will be taken seriously and that the appropriate corrective action will be taken.

I look forward to receiving a proper response and confirmation of my refund without any further delays.