Nike Online Order Missing – Urgent Resolution Needed

I placed an order with Nike online for three items on 26 February 2026, with an estimated delivery window of 9–14 March 2026.

On 10 March 2026 at 22:15, I received an email and app notification stating that my order had been delivered. However, I did not receive the delivery.

I live in a security complex with strict access control, where delivery drivers must call my unit number from the gate before entry is granted. On the date Nike claims the order was delivered, I received no call from the gate, which means no delivery driver entered the complex.

I immediately the next day contacted Nike customer service on 011 256 0701 and reported the issue. Instead of resolving it urgently, I was informed that the matter will be investigated within 5 days.

As a customer, this is extremely frustrating as Nike’s system reflects that the order has been delivered when it clearly has not been received.

Under the Consumer Protection Act (CPA) of South Africa, the supplier remains responsible for goods until they are delivered to the consumer. Since I have not received my order, Nike is still responsible for ensuring that the goods reach me or that a refund or replacement is issued.

I therefore request that Nike urgently fast-track this investigation and provide a resolution without delay.

Customers should not bear the risk of missing parcels due to **poor delivery verification process. I request that Nike urgently resolve this matter within 48 hours by either: • Providing proof of delivery with signature and driver details, or • Issuing an immediate replacement or refund.