*****ULENT ACTIVITY ON MY ORDER _ Order No. ***9

I am writing to raise a serious complaint regarding my recent order (Order No. ***9) placed on 28 October 2025 at 09:52.

Immediately after placing the order, I realised that my delivery address had not been updated from Johannesburg to my new address in Cape Town. I took immediate action by:

Submitting a message through your Help Centre to request a cancellation or change of address, and

Calling your Call Centre to report the issue and provide my updated Cape Town address.

During the call, I was advised that cancellation was not possible at that stage, but that I should contact Superbalist again once I received the delivery notification so that the order could be stopped or redirected. I waited for this notification, which never arrived.

To my shock, upon checking my Superbalist account, I discovered that the order was marked as delivered on 31 October 2025 at 08:33, and that it was signed for under my name — which is impossible, as I do not reside in Johannesburg any more.. Someone *****ulently received and signed for my parcel.

This situation raises serious concerns:

How was the delivery accepted and signed off without any verification of identification?

Why did Superbalist fail to act on my prior request to cancel or redirect the order, especially since I contacted your team before dispatch?

Why am I still unable to update my address on your platform?

This is a clear case of *****, and the handling of my case thus far has been unacceptable and deeply disappointing, particularly given that I am a longstanding, loyal customer.

I expect immediate investigation and resolution, including:

Confirmation of who received and signed for this order,

A replacement of my goods or a full refund without delay, and

Assistance in updating my delivery address to my new Cape Town residence.

Please treat this matter with urgency and provide a written response within 24 hours.

Yours