Habitat hasn't delivered my order – and it's closed its phone lines

Habitat has taken about £70 for an order which has not arrived, and I have been unable to speak to anyone.

It seems to have closed its phone lines and you can only use Facebook or Twitter, where they seem to be ignoring most people. I have seen numerous posts about the same issue: goods not arriving, or arriving damaged, and with no way to make contact.

Annoyingly, I still get almost daily marketing emails and was asked to write a review for a product I have not received. So I wrote a review to raise this point, but then got an email saying my review did not meet its standards.

I ordered a vase, a dish and some filing trays, but I feel sorry for people who have ordered more expensive items such as furniture.

If Habitat is not able to deal with orders, it should not still be selling stuff on its website.
SG, Teddington, Middlesex

As you say, you are certainly not alone in complaining about Habitat’s poor customer service. Although its physical shops have been closed since lockdown, its online store has continued. After our intervention it phoned you to tell you that your order had been sent back by the delivery company Hermes as some items had been broken.

Sainsbury’s said: “We have contacted SG to apologise for her experience and the delay to her order. We have arranged a replacement which will be with her as soon as possible.

“Many of our Habitat customer service colleagues are temporarily supporting Sainsbury’s work to feed the nation and helping customers access Sainsbury’s home delivery service [Habitat and Argos are now owned by Sainsbury’s as part of the Home Retail Group]. This means that our capacity to respond to Habitat customer queries has been reduced, and we have recently only been able to deal with customer service queries through social media channels. We are sorry for the inconvenience this may cause and we will have colleagues dedicated to our Habitat customer service line again soon.”

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions: http://gu.com/letters-terms