General poor service, and Online order missing

Hi Shannon, thank you for the help. We have since been contacted after the matter was escalated, it appears that there was some sort of a system issue where the remaining portion of the order needed to come from. it’s still not clear what the actual problem was but we did receive it a few minutes ago. Please understand we came to Hello Peter out of pure frustration, this was not the first place we came to, it was our last resort. What was particularly concerning, was the fact that we contacted the Call center and dealt with several consultants who either could not track the order, or give us any valuable feedback on where the order was or what was the status. The order was apparently split-up, and sent from different stores. We even contacted the store where we were told the stock should be coming from, they however never made mention of any “system issue” as we were told by the Online / Social media team yesterday. Strange indeed, but is now sorted. We were never contacted by this store to be advised of any potential delay, we ourselves had to constantly follow up by going through the call center, not very professional considering we have to pay "upfront" Ultimately, the issue was tracked down to the Protea Glen store, till now we have not received apology or reasonable explanation on what went wrong with the process. The Social Media team were however very helpful and apologetic and called several times to give us updates and followed up with us twice today, I do applaud them (John and Shannon, thank you). I think the management team at Protea Glen need to be looked into, and their lack of customer service needs to be addressed. When we called them this morning the music in the store was so loud we could hardly hear the person we spoke to, they again promised to call back with feedback, and like the Call Center staff, never kept their promises. I can understand some stores like to have some music playing for ambience and create a pleasurable environment, but apparently their “system issues” at Protea Glen were not enough to dampen the party that was going on there…. I hope this feedback helps, I hope you can present this to higher management and use the constructive criticism to help improve Service where it is needed. A big corporation like Massmart can, and should, do better. I work in the IT industry, and can accept that issues can occur, it is how the issues are dealt with, that matters, and how communication is critical. Keep a list of your pending orders, contact the customers advising them of a potential delay, BEFORE they get annoyed, not after. As we are busy with a building project we placed quite a large online order last night, after hours (8pm or so) with Cashbuild. We were already contacted by Cashbuild this morning just after 9am, delivery was arranged for today. (Taking note, they also promise 2 to 5 day delivery just like Builders Warehouse) Sorry to say, but unless Cashbuild do not carry specific items, you will have unfortunately lost a regular customer going forward.