<div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>Exclusive:</span></strong><span> Sophie ordered her boyfriend's Christmas present from General Pants Co. on December 1, but almost three weeks later, it still hadn't arrived.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>It hadn't even been sent off for shipping yet.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Sophie told 9news.com.au every attempt to contact the major Australian fashion retailer has gone unanswered, which is almost as frustrating as her missing order.</span></div></div><div><div id="adspot-mobile-medium"></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>LIVE UPDATES: </span></strong><a href="https://www.9news.com.au/national/bondi-beach-shooting-live-updates-survivors-return-to-bondi-matilda-others-laid-to-rest-anger-grows-at-prime-minister-anthony-albanese/cbb696eb-bd84-4b02-96c5-6ddbee837ae9" target="_blank"><strong><span>Incredible scenes as hundreds paddle out at Bondi Beach</span></strong></a><strong></strong></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>And she's not the only one.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Multiple customers told 9news.com.au that orders they placed with General Pants Co. online in the first week of December have not been shipped by December 18.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>They claimed emails to the brand's customer service address receive nothing more than auto-generated replies promising to get back to them soon.</span></div></div><div><div class="OUTBRAIN" data-reactroot="" data-src="//www.9news.com.au/national/general-pants-missing-orders-customer-service-christmas-cut-off/ff4de524-596b-4075-b2f3-7147dfefcd19" data-widget-id="AR_5"></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><em><strong><span>Have you got a story? Contact</span></strong></em><span> </span><strong><em><span>reporter Maddison Leach at</span></em></strong><span> </span><a href="mailto:mleach@nine.com.au" target="_blank" title="mleach@nine.com.au"><strong><em><span>mleach@nine.com.au</span></em></strong></a></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Bendigo local Sophie, who asked not to have her surname published, said she could not get a response from General Pants Co. about her missing order on social media.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She left a frustrated comment under one of the retailer's Instagram posts on Wednesday asking for answers.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Hours later, the post and comments had vanished from the General Pants Co. profile.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She placed her order at the start of the month and got a confirmation email, but no message saying it had been shipped.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>After waiting several days for an update, she tried contacting General Pants Co. customer service.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Emails and social media messages went unanswered, she claimed.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"I feel super frustrated," she said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"They are obviously aware of an issue and they are avoiding taking any accountability."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>READ MORE: </span></strong><a href="https://www.9news.com.au/national/bondi-beach-shooting-investigations-continue-into-terrorist-father-and-son-phillipines-trip/44fb98ca-1bb0-484d-b790-5b895d7a633a" target="_blank"><strong><span>Inside the Akrams' $22 a night Philippine hotel</span></strong></a><strong></strong></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Adelaide local Christina, who also asked not to have her surname published, placed an order on December 7 that also hasn't shown up.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Like Sophie, she received no updates after the initial order confirmation email.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She tried to reach General Pants Co. customer service five times via email, live chat and social media but was unsuccessful.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She said it wasn't until she left an angry comment on the brand's Instagram page that she finally got a response.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>An Instagram direct message from the retailer's account, which has been sighted by 9news.com.au, said her order hadn't been shipped.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"The item is being fulfilled from one of our stores, which has caused the delay," it read.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"We apologise that this hasn't met expectations."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>READ MORE: </span></strong><a href="https://www.9news.com.au/national/major-police-operation-sydney-south-west/dc40cceb-111a-4dd3-aa67-44e4984e8658" target="_blank"><strong><span>Heavily armed police make several arrests on Sydney street</span></strong></a><strong></strong></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Christina was told she could have the order cancelled and refunded, or escalated again.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She was disappointed but unsurprised.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"Considered they've been dodging providing an update for so long, I knew something must be going on," she told 9news.com.au.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"I'm just struggling to understand how a company this big can promote and list shipping times on their site and not adhere to them, especially during Black Friday and Christmas period when they know it's going to be busy."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Sophie believes the brand should have proactively notified impacted customers of any delays.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>A General Pants Co. spokesperson told 9news.com.au that a small number of deliveries may take longer at this busy time of year, after Black Friday and Cyber Monday.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"While we are proud that delays are extremely minimal, we fully understand how important timely deliveries are to our customers," they said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"Whilst our expected delivery times are clearly outlined in the shipping terms on our website, our dedicated customer care team is always on hand to provide support.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"We continually review and improve our operations to ensure the best possible service."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>READ MORE: </span></strong><a href="https://www.9news.com.au/national/bondi-beach-shooting-young-teen-takes-bullet-to-thigh-while-shielding-two-toddlers-in-bondi-attack/0016465c-ed6a-436b-a1ec-d84cd6b9def9" target="_blank"><strong><span>Teen girl takes bullet while shielding two toddlers in Bondi attack</span></strong></a><strong></strong></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>According to the General Pants Co. website, Christmas cut-off dates range from as early as December 12 to as late as December 22 depending on the location.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The 'delivery' page on the retailer's site also bears a warning that delivery times may be slightly delayed due to a high volume of orders.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>It asks customers to allow five to seven business days for orders to be dispatched, after which standard delivery timeframes apply.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Sophie and Christina both placed their orders well before even the earliest holiday cut-off date and even with a seven day dispatch delay and the longest standard delivery time, Sophie should have received her order on Wednesday.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Instead, she received an alert from Afterpay today saying the order had been cancelled.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>She said she didn't receive any communication from General Pants Co. about it.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Now she's scrambling to find a replacement Christmas gift.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"It's really poor that they aren't being transparent and haven't contacted customers directly or at least posted on their socials that they are experiencing delays," Sophie said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><a href="https://www.9news.com.au/national/how-to-follow-9news-digital/29855bb1-ad3d-4c38-bc25-3cb52af1216f" target="_blank"><strong><em><span>DOWNLOAD THE 9NEWS APP</span></em></strong></a><strong><em><span>: Stay across all the latest in breaking news, sport, politics 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