What went wrong:Delivery issues and lack of communication after purchase
What went wrong:
I ordered a wagon during the Black Friday promotion and paid in full, including a courier fee. The wagon itself was eventually collected, but only after it was not couriered as promised, which forced me to drive several hours to collect it myself.
As part of the promotion, I qualified for 2 free accessories, which were not provided. Communication after this point was extremely poor. I repeatedly followed up for updates and was often ignored. Promised dates came and went with no delivery, no tracking details, and no proactive communication.
Only after public escalation did I receive a response, but even then there was still no courier tracking information provided and the courier fee refund that was promised has not reflected.
The biggest issue was not the delay itself, but the lack of communication, transparency, and follow-through.
How they can improve:
Communicate proactively with customers when there are delays
Don’t make promises unless they can be met
Provide courier details and tracking numbers immediately when items are sent
Process refunds promptly and confirm them with proof
Respond to customer messages instead of going silent
With better communication and accountability, this situation could have been resolved long ago.