Non-existent online store

I was on the BT Games website and saw NBA2k18 going for R700 which is a very good price for a PS4 game. It was a black Friday special so I ordered and PAID for the game and was going to PICK IT UP at my nearest store. One would assume, on the basis of experience with any other online purchases, that this process happens automatically, one would purchase an item and it would be delivered within 3 odd days but pick up could happen at the customer's discretion as paying online with a credit card is essentially the same as purchasing instore with a credit card. This is not evident for BT Games. I have now waited 5 days for a purchase for a birthday gift that I cannot go and pick up. If I phone head office, they can tell me they have received my payment and they have stock in the store but I still can't pick up the game as the payment has not been processed and sent to my chosen store for the pickup. Absolutely mindblowing how they are still using a manual system to process online orders and it is evident their eCommerce side is non-existent.

So after many painful calls to the sales query line and being put on hold for probably around 30 min in total, I have been told many responses. The first person who I spoke to told me I would receive my confirmation email within 2 hours. After waiting 4 hours with no email, I phone again and the same guy tells me that I need to wait another 30 min and I should receive my confirmation email. This obviously doesn't happen so the next day I call back again and I manage to speak to the orders manager, Terry. He is clearly more clued up on what is happening but the company policies are still so misdated that not even he can give me a clear response on when I will be able to pick up my game. He first tells me 2 days and then later, 24 hours. I phone 24 hours later and he says it should be another 2 days. It is actually unbelievable how slow this process is. For a R300 saving on my game, I can say it is definitely not worth the hassle of ordering online. For anyone who is considering ordering online with no discount, you would be stupid too because the process takes so long and is actually infuriating considering you have PAID for your game already. Those who are ordering online for a discount, be aware that you may be waiting up to a week for your game, not for delivery, but for you yourself to get the permission to go pick up the game that you have already paid for.

BT games will most definitely not reply to this but I hope this helps everyone else who is ever considering making a future online purchase at BT Games. Unfortunately, they have the widest range of games in the country so I cannot necessarily take my business elsewhere for all games but you can be rest-assured that if I have the option to purchase a game at the same price at BT Games or anywhere else, I would choose anywhere else any day.