Sanet R

Order (non) Delivery

Order (non) delivery and facts when asked about the delivery of the order is inaccurate without proper information. On 29 January placed an order – upon placing the order the message said it will be dispatched on Monday 2 February 2026. I logged a ticket on 3 February 2025 as I have not received my order to ask when the order will be dispatched. On 4 February 2026 I had a missed call from Ucook Support and I sent an email later that same day to apologize for missing the call, but also making them aware that I cannot take calls during the day due to the nature of my job, but I can respond to emails or whatsapp messages. On 5 February 2026 I again sent an email to ask for a response as I still haven’t received anything or heard back from anyone to confirm the delivery date. On 6 February 2026 I sent another follow up message. On 10 February 2026 I received an email that confirmed that the driver arrived at my office and found me outside smoking and that I instructed the driver to take the box inside which he did and marked the order as delivered. They tried calling me on the day (which I assume was the call on 4 February which I missed) and I did not answer. With this information they are closing the ticket as the driver delivered the order. On 10 February 2026 I responded to that email to point out that their facts are completely incorrect. One I don’t smoke and 2 I did not receive anything. I asked them to not close the ticket and confirm who took delivery of the box. I again asked them not to call me, but correspond via email and I also confirmed that I did check with my security before I left the office if there was any delivery for me, the same day I missed the call from Ucook Support. On 14 February 2025 I received an email from Ucook support confirming that my ticket is now closed. If I feel that it is not resolved I can I reply to the email. On 15 February 2025 I logged a new ticket and ever since I have not heard anything from Ucook. This order was for a significant amount. I have not received my order and I am not getting any positive response from the team.