POOR SERVICE

Good Day,

I am extremely frustrated and disappointed with the lack of assistance regarding my order.

My order was delivered on 08 January 2026, however the school shoes (size 6) were too big. I immediately logged an exchange, and the package was collected on 09 January 2026(changing it fot a size 6). To date, the replacement order is still showing “fulfillment in progress” with absolutely no updates.

It has been a week, and my daughter is currently without school shoes because of this delay. This is unacceptable and needs to be urgently prioritized.

I have tried to resolve this through your live chat, but only received one response from a human agent, which reflects very poor service. I work in email support myself, and this level of customer service shows a complete lack of customer satisfaction and urgency. I have also emailed the alternative Toughees email address with no response at all.

I am requesting immediate assistance, clear communication, and an urgent resolution to this matter. Please advise when the replacement will be dispatched, as this delay is directly affecting my child.

I expect this issue to be treated with urgency.

Regards,

A very frustrated customer