I am contacting you regarding an order I placed on Sunday, as I am becoming increasingly concerned about the lack of communication regarding my purchase.
I have now received a text asking me how my courier was, which is confusing as I have not received a tracking number, delivery confirmation, estimated delivery date, or any information explaining whether my order is being delivered to my address or whether I am expected to collect it from a shop.
I have already paid for the item, but since placing the order I have received no meaningful update from your company regarding its progress. I have also tried to resolve this through the app, but unfortunately I was unable to get any assistance. I then called 150, but the automated service was unable to help me with my query either.
At this point, I am simply trying to establish where my order is, when I can expect to receive it, and what the delivery arrangements are.
I would appreciate it if someone could please look into this urgently and provide me with:
● Confirmation that my order has been processed and dispatched.
● The current status and location of my order.
● The courier’s name and tracking number, if applicable.
● The expected delivery date.
● Confirmation of whether the item will be delivered to my address or needs to be collected from a shop.
● An explanation as to why I have not received any of this information since placing my order.
I understand that delays can happen, but from a customer’s perspective, it is very frustrating to have paid for an item and then receive no clear communication, while receiving a message asking about the courier when I have not even been provided with the basic delivery information.
If the situation were reversed and you had paid for an item but received no confirmation, tracking information or delivery details, I am sure you would also expect some clarity from the company.
I would therefore appreciate a proper response rather than being directed back to an automated service or the app. I simply want to know what has happened to the product I have paid for and when I can expect to receive it.
I look forward to your response and a resolution as soon as possible.
