Complaint Wowcher: Item paid for has not been delivered

My complaint:

The issue that I have experienced was: I purchased an item from Wowcher on the 1122021 (order number 40199081 item number 46452903 Wowcher code NFSCU9-57QJNX). Prada Amber 50 ml EDP for £46.99 and paid a hidden cost of £4.99 for postage. I say hidden because I saw the same item with a free delivery service but Wowcher did not say anything about postage until the end of the purchase. The item was supposed to come on or before 10122021. The item has not been delivered. It is for a birthday present and the birthday has now passed. I told the celebrant that the item was on its way and it never showed up. I have sent several emails to Wowcher and used their Whatsapp and Facebook services to chase the item. A member of the Wowcher team was rude to me on Whatsapp and I recall feeling to anxious and stressed by the way I was treated. Wowcher have been unhelpful. There have pushed me on to Hermes. Hermes have said that the item was received by them on the 14122021. On the 17122021 I was told that it would be delivered. Later that day on the 17122021 I was told there was a delay which would be sorted in 24 hours. Today, 24122021 – the item has not been delivered. How can this be allowed to happen? I suspect that this is some kind of fraud and if not resolved asap will contact the police.

It occurred on: 01122021

This made me feel anxious, inferior, like I do not matter. I work for the NHS which is already stressful but this experience has left me anxious and upset. I have paid for an item and its delivery and no one cares. Wowcher has taken my money and treated me like rubbish. I am angry that they are allowed to do this. The day the Wowcher staff member was rude to me I cried because I was trying to get help and no one would help me. I felt like a liar as I had told the celebrant that the item was on its way and it never showed up.

Wowcher complaint: Item paid for has not been delivered

My complaint:

Suggested solution: