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Dear Sir/Madam,
I am writing to formally complain about the unacceptable service I received in relation to my recent order with your company. I placed an order with IKEA for a sofa, which was originally scheduled to be delivered to a pickup point. On the same day, I received a message from Shift offering me an upgrade for £19 to have the sofa delivered to my home, which I accepted.
The delivery was initially scheduled for Wednesday, but I was later informed that the delivery had been rescheduled for Thursday between 7 AM and 10 PM. This sudden change forced me to take an additional day off work. However, no delivery arrived on Thursday.
I then called Shift customer support and spoke with a representative who assured me that the sofa would be delivered on Saturday. Unfortunately, no delivery occurred on Saturday either. In fact, after this conversation, I experienced poor customer service, as the representative ended the call abruptly when I tried to follow up.
To further exacerbate the situation, I have not received any updates since then. I am unable to reach anyone via phone as they don't pick up, and the email correspondence from the Shift.Online representative has not been responded to. Furthermore, I was informed by Shift.Online that I would be refunded for the failed service, yet no refund has been issued, and I have received no communication on this matter.
I have attached the following documents to support my complaint:
A screenshot of the order number and delivery details.
The email communication with the Shift.Online representative.
A message from Shift.Online confirming my refund, which has not been processed.
Given the above, I am requesting:
A full explanation of why the delivery was repeatedly delayed without notice.
A refund for the £19 I paid for the delivery upgrade.
Immediate resolution of the matter, including confirmation of the refund and the status of my delivery.
I expect a response within [7] business days. If I do not hear back from you or receive a satisfactory resolution, I will consider taking further steps to escalate the matter.
Thank you for your attention to this issue. I look forward to your prompt response.
Claimed loss: £19 pounds of the delivery never made.
Desired outcome: Please refund £19 pounds as I paid for a services I never received and also I lost time waiting several days with no success.
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