SUPERBALIST – Disappointing handling of a missing delivery

I am extremely disappointed in how Superbalist handled a very simple “Where is my order?” query that turned into days of frustration, no accountability, and zero urgency.

On Sunday, 30 November, I received a notification stating that my order had been delivered, but nothing was delivered to me. I immediately emailed Superbalist the same day — no response.

By Monday morning, having received no feedback, I waited further and then called at 12:35. The consultant, Hailey, advised that the matter would be escalated and that I would receive feedback the same day. I never did.

I called again later the same day and spoke to Ashla, who once again said the issue would be escalated. Still no call back. I eventually received an email at 20:38 with delivery details — to which I immediately responded saying I had not received the parcel.

On Tuesday at 09:56, I called again and emailed again. I reached Hailey once more and was once again told it would be escalated. By Wednesday, after speaking to multiple consultants who did not treat the matter as urgent, I was finally told by a polite consultant named Lathitha that the parcel was delivered next door.

Not next door to my house — but to a completely different complex.

My order was delivered to an entirely wrong address and is now lost. This was not “beyond anyone’s control.” This was negligence and poor delivery management, followed by an unacceptable lack of urgency from customer service.

What disappoints me the most is that as a long-standing customer of both Superbalist and Takealot, I received no sense of seriousness, no accountability, and no effort by management to contact me. I requested a manager call-back and never received one. I waited on hold for over 10 minutes trying to reach a manager, only to be told they were unavailable.

A missing parcel is not a minor issue — it involves someone’s money and trust. Superbalist failed on both.

This experience has made me rethink supporting a business that treats customer losses so casually.