Matalan has issued a statement to its shoppers thanking them for their patience and continued support.
The store took to social media to post the message after an "unprecedented volume of enquiries" led to things taking a little longer than usual.
The post read: "To all our customers: We see you. We hear you.
"We wanted to take this opportunity to sat that we are doing our very best to work through an unprecedented volume of enquiries, and we really appreciate your patience at this time.
"Right now it might take a little longer than usual, we know how frustrating this can be, but rest assured that if you have been in touch we will get back to you as soon as we can.
"Thank you, from all of us at Matalan, for your continued support."
But the post was met with scores of comments from customers sharing their experiences.
Commenting one shopper wrote: "Does anyone actually work at customer service? I tried most of the day yesterday to get hold of them and the phone was just ringing out!"
It comes as the store posted a statement on its website explaining that it had actually turned off its phone lines temporarily, which would explain why people can't get through.
Instead, the store is asking people to contact its customer care team on email. Or refer to its customer services question and answers page.
A statement on the website reads: "We have temporarily closed our telephone lines to help us respond more promptly to the unprecedented volume of enquiries we are currently receiving. We understand the frustration this temporary approach may cause and apologise for any inconvenience.
"If you've recently logged an enquiry with us please be assured that we see you, and hear you, and we are doing our very best to get back to you as quickly as possible."
