Non-delivery of online purchase

I would like to express my sincere dissatisfaction regarding the online shop facility and subsequent delivery (read non-delivery). Online order ********** 842 refers.

The following concerns should be raised: 1. The delivery time. I ordered the product on 25 February and it was only scheduled for delivery on 16 March. This is a lengthy waiting period.

2. Poor information from customer service. On the set delivery date (16 March) I called the customer helpline at 14:00 to inform the product has not yet been delivered. I was assured that it was on its way for delivery that day. However, the product was not delivered. On 17 March I again phoned Customer services. They informed me that they will track my purchase and call me back with information. They never called. On 19 March I sent an email complaint and a customer consultant called me and vouched to call me back later that day. They never called.

3. Non-delivery on delivery date. This is an obvious failure of the system and I am still awaiting my delivery. I was informed by staff at the Constantiaberg branch that they don't even have the product in stock. On 20 March they informed me that they will now order it from the supplier. (Note: Margaret at the Constantiaberg branch has been the only helpful person I encountered thus far. She should be commended). Surely, if the delivery date was 16 March, this product should have been ordered from the supplier a long time ago.

This delayed delivery has not only caused inconvenience, but also additional expenses on my part. This is not the level of service I am used to getting from Builders Warehouse!