Delayed delivery and frustrating exchange experience

I am extremely disappointed with the poor service I have received from Bathu regarding my order and exchange request.

I purchased a pair of shoes on 12 May. My order was already delayed, and I only received the shoes on 25 May. Unfortunately, when the shoes arrived, I discovered that the size was too big.

I immediately contacted Bathu via email to request an exchange for a smaller size. I was informed that I would need to pay R150 for the exchange, which I paid immediately.

I was then advised that a courier would collect the shoes on 27 or 28 May. However, no courier arrived, and I received no call, SMS, or communication from the courier company. To my surprise, I later received an email stating that the courier could not find me. This is completely inaccurate, as I was available and waiting for the collection, and nobody attempted to contact me or come to my address.

I had to spend my own airtime repeatedly calling and following up on the matter. Each time, I was assured that another collection would be arranged, yet no action seemed to be taken.

Only yesterday was the parcel finally collected. When I contacted Bathu to ask when I could expect my replacement shoes, I was informed that the returned parcel had not yet been delivered to them. However, I have received email notifications confirming that the return order has been received on their side.

The entire process has been frustrating, time-consuming, and unprofessional. I have experienced delayed delivery, poor communication, misleading information regarding the failed collection attempt, and continuous delays in resolving a simple size exchange.

I am requesting urgent intervention from Bathu. I would like clear communication regarding the status of my exchange and a confirmed delivery date for my replacement shoes. As a paying customer, I expected much better service from a reputable brand.

I hope Bathu will take this complaint seriously and resolve this matter without any further delays.