Collecting in-store does not work at Constantiaberg store

On 7 September, I placed an online order, to be collected in-store at your Constantiaberg store, for 11 September.

I thought that by placing an online order, I would be sure to obtain the things that I ordered, and that it would be able to collect my order quickly. I was disappointed on both counts.

On Friday morning, 11 September, I phoned the Constantiaberg store twice, to find out if my order was ready as per the set collection date. I was transferred each time without getting hold of anyone to tell me about my order.

So I went to the store at 14h00 and presented my order number. The lady dealing with these orders disappeared for a few minutes and came back, asking me if I don’t want to browse around the store while she finds out something about my order. She refused to tell me what the problem was. During this time of Covid-19, I was not keen on browsing around the store but had no choice but to wait.

15 minutes later I got an SMS that my order was ready, but was then told that there is a problem: the wire that I ordered was not in stock.

For the next 25 minutes, I had to wait twice to be credited for the wire which was not in stock. First, the lady did not refund me the correct amount, which I had to explain to her. Then she had to go and redo the credit note, and this took a long time. There was no apology for this wait, nor for the inconvenience around the order itself. This is very poor customer service.

I arrived at the store at 14h00 and left at 14h50. Spending almost an hour collecting an order, which was supposed to be ready, is really unacceptable.

Collecting in-store absolutely does not work at your Constantiaberg store. I placed the online order for collecting in-store because I thought it would mean avoiding spending more than a couple of minutes at the store during Covid-19. It would have been much faster if I had not bothered with the online order, and simply collected what was in stock off the shelves.