Extremely disappointing click & collect experience

I placed a click & collect order with Ackermans on Sunday, 25 January, with an estimated collection date of Friday, 30 January. I received a confirmation invoice, but from day one the tracking section on the website was completely blank.

By the promised collection date, I received no notification, no tracking number, and no update on where my order was or when it would be ready. After calling customer service on Monday, 2 February, I was told they could open a case just to try and get a tracking number — which could take up to 72 hours. Shockingly, they also said that based on the invoice number alone, they cannot tell me where my order is.

To make matters worse, I was informed that I cannot cancel the order. I have to wait for it to “expire,” which can take about a month, despite the fact that Ackermans cannot locate or deliver the order.

This is completely unacceptable. Poor communication, no transparency, no tracking, and no way to cancel an undelivered order. Click & collect should be convenient — this was the exact opposite. I won’t be using this service again. ON: ***1