And she's not the only customer accusing the fashion giant of failing to deliver in the leadup to Christmas.
Exclusive: Sophie ordered her boyfriend's Christmas present from General Pants Co. on December 1, but almost three weeks later, it still hadn't arrived.
It hadn't even been sent off for shipping yet.
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.
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And she's not the only one.
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.
They claimed emails to the brand's customer service address receive nothing more than auto-generated replies promising to get back to them soon.
Have you got a story? Contact reporter Maddison Leach at mleach@nine.com.au
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.
She left a frustrated comment under one of the retailer's Instagram posts on Wednesday asking for answers.
Hours later, the post and comments had vanished from the General Pants Co. profile.
She placed her order at the start of the month and got a confirmation email, but no message saying it had been shipped.
After waiting several days for an update, she tried contacting General Pants Co. customer service.
Emails and social media messages went unanswered, she claimed.
"I feel super frustrated," she said.
"They are obviously aware of an issue and they are avoiding taking any accountability."
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Adelaide local Christina, who also asked not to have her surname published, placed an order on December 7 that also hasn't shown up.
Like Sophie, she received no updates after the initial order confirmation email.
She tried to reach General Pants Co. customer service five times via email, live chat and social media but was unsuccessful.
She said it wasn't until she left an angry comment on the brand's Instagram page that she finally got a response.
An Instagram direct message from the retailer's account, which has been sighted by 9news.com.au, said her order hadn't been shipped.
"The item is being fulfilled from one of our stores, which has caused the delay," it read.
"We apologise that this hasn't met expectations."
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Christina was told she could have the order cancelled and refunded, or escalated again.
She was disappointed but unsurprised.
"Considered they've been dodging providing an update for so long, I knew something must be going on," she told 9news.com.au.
"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."
Sophie believes the brand should have proactively notified impacted customers of any delays.
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.
"While we are proud that delays are extremely minimal, we fully understand how important timely deliveries are to our customers," they said.
"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.
"We continually review and improve our operations to ensure the best possible service."
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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.
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.
It asks customers to allow five to seven business days for orders to be dispatched, after which standard delivery timeframes apply.
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.
Instead, she received an alert from Afterpay today saying the order had been cancelled.
She said she didn't receive any communication from General Pants Co. about it.
Now she's scrambling to find a replacement Christmas gift.
"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.
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