Unresolved Order and Missing Items (almost 2 months in the making)

Order number: TMW-O-540637 Order date and payment: 14 January 2026 Items ordered: Mattress enca*****ts and pillow protectors

Timeline:

14 Jan 2026 Order placed and paid in full.

27 Jan 2026 First follow up via WhatsApp support.

9 Feb 2026 First request for order tracking through WhatsApp. Agent Nadine confirmed the order and stated Ross was responsible for it.

13 Feb 2026 Follow-up request. I was informed that manager Amber would provide an ETA. Later that day I was told the full order would be dispatched via courier.

18 Feb 2026 Order finally arrived after more than one month. The delivery was incomplete. I received the mattress enca*****ts but the pillow protectors were missing. I reported this immediately via WhatsApp line and their ***. I also logged a review on Google Reviews and received their generic response - also requesting I send an email.

26 Feb 2026 Follow-up message sent via WhatsApp as no resolution or update had been provided. Agent Monique said she would check with the branch.

6 Mar 2026 Another follow-up due to continued lack of feedback. The missing pillow protectors remain unresolved but according to the unnamed person I'm currently talking to "I am trying to find out where the missing goods as so yes I am talking with the branch now also"...

This cannot be the case for an online purchase in 2026. It cannot be how businesses resolve complaints.

At this stage:

• I paid for items that have not been delivered. • Multiple agents have been involved without resolution. • Several follow-ups have produced no meaningful update.