Paid Order Still “Processing” After 2 Weeks – Extremely Disappointing Service

I placed a stationery order for my daughter on 29th December and made full payment on the same day. To date, the order status still reflects as “processing”, with no progress shown.

I emailed Waltons and received a generic response stating that a ticket had been logged and that a support representative would respond within one working day. No meaningful feedback followed.

I then called customer service and was informed that they had experienced a system problem. After checking my order, I was told that although payment reflects, nothing has been done on the order at all. I was advised that they would attend to it “ASAP” and that the latest delivery would be Monday. As a parent who ordered well in advance for the new school year, this is completely unacceptable. Schools are opening next week, and today is Thursday — leaving me with unnecessary stress and the possibility of having to source stationery elsewhere at the last minute. There was no proactive communication, no update about delays, and no accountability until I followed up myself multiple times. This experience does not reflect the reliability one expects from a well-known retailer like Waltons