ONLINE SERVICE NIGHTMARE 101!!!!

I dont like naming and shaming companies, but this is by far the worst experience I have ever had with online purchases.

I recently purchased a door, with hinges, handles, and the installation fee.

I was assisted by one of the ladies on selecting all the relevant stock needed to have this door fitted successfully. The payment went off my account. I was expecting to see an invoice sent to my email, but nothing came through, on my online profile, it showed confirmed, and it will take 5 to 7 working days for it to be delivered.

a week and half passed, no sign of the door or hinges etc. I called to reach out to the contact centre, they stated that I ordered the hinges and handles from Tokai Constantiberg, and the door from Vergelegen branch. They transferred to the Constantiaberg dispatch team, and the dispatch team could not pick my order number or account up on the system, but the contact centre and store itself can pick the order up.

I then called the Vergelegen branch, and they stated they cannot see my order on the dispatch system either.

The branch manager was very nice he even found out for me that there was a system glitch and their IT need to sort it out.

Day 5 of this I lost of nerve. I cannot believe that after so long there was no feedback, and then I was reached out by a lady from the contact centre Jonnelle Siljeur, who has been assisting me with this issue, and I have provided everything to her that she requires, however she claims to have called me, but I don't have any miss call on my phone, I requested a manager, her team leader and the CEO of Massbuild to call me.

Its been almost 1 months now, that I am waiting for my door or a refund.

I am mean such a big company, I would of thought that you would of been able to sort me out by now. I have been a loyal cash customer for years now, and after sometime I wanted to see the convenience of using your online services. I am thoroughly disappointed and I wont be using the online service, if this is the experience