Such a disappointment

I've been a customer at Bash for years and with some careful sorting I do enjoy the quality of the products I've pruchased from them. I've spent a small fortune on furniture and I pay over R2000 a month for my TFG Money account for items I've purchased predominantly from @home, after moving to a new space. I would have easily given Bash five stars, had it not been for the following interaction:

I recently bought a 200cm x 89cm mirror from Bash's website, as a Christmas gift for my partner. A lot of money for this item. During the checkout process the option to collect was selected, so I changed that to "Delivery" as I have not owned a car since 2016 and I have no means of collecting the item, especially from a location an hour away from where I live. I was asked for the delivery address, which I filled in, I completed payment with TFG Money and I waited.

A few days later I received an email from the Bash depot, enthusiastically informing me my order was ready to collect. I infomed them that I had selected the item to be delivered, as I did not have a car. They escalated the issue to Bash support who emailed me and *told* me, without any question or room for my side of the story, that I 'definitely' selected 'collection' for the item and that my only options were to collect or cancel the order.

I rep**** with the information I've provided here and the reply I got very patronisingly just repeated the same repugnant attitude and told me that I definitely selected "collection" and that my only option was to collect or cancel. Completely ******** of the information I have provided, unwilling to actually speak to me, and seemingly more interested in cancelling the order, because they just seemed so enthusiastic to help me do exactly that, instead of trying, in the slightest, to troubleshoot the situation constructively and complete the sale.

I have not ordered anything for "collection" in over a decade, because I do not have a car. I rely on Uber. So how exactly am I supposed to go collect a 200cm x 89cm mirror under those circumstances? Why would I put myself in that position? Especially after all the patronage I've given Bash, and especially at the pricepoint of the item.

With all the money I've paid Bash, this is a big insult. I doubt I'll continue supporting them and recommending them after this, but that's what you get for disrespecting your customers. Your support team let you down big-time.