Working from and manager escalation

I am writing to lodge a formal complaint regarding the unacceptable handling of my recent order. Despite providing the correct contact number and requesting that my profile be updated, your team failed to use the number I specified. As a result, the delivery driver did not attempt delivery, claiming they could not reach me. This is despite the fact that I had already called on Monday to request updates to both my cellphone number and address.

The consequences of this failure are severe. I urgently needed the clothes for a funeral by Friday, yet I was told my order is not a priority and will only be delivered on Monday. This is not only insensitive but also demonstrates a complete disregard for customer needs.

Furthermore, when I requested to speak to a manager, I was told managers do not take calls because they are working from home. This is unacceptable. Customers deserve accountability and escalation when service failures occur. The dismissive attitude I experienced from your staff, including Kayla, was unprofessional and deeply frustrating.