Poor service online and Table Bay branch

We recently bought a washing machine online from Builders Warehouse at a good deal as well as using a voucher we received. However after more than 3 weeks, we did not receive the machine. Builders Warehouse at Table Bay needed to fullfill the order, however it never came.

After my wife called, they told her that the order cannot be found on the system, even though she paid. It could only be seen as an order placed but it apparentlyy was not shown on one of their internal systems. She then was asked if she wanted to cancel the order or if they should attempt to get the machine. My wife asked for a refund. I then called them immediately and asked them to replace the order as the order was faulty on their side and that we should not now have to pay extra and lose our voucher because of an error on their side. They said they will sort it out, but we are not hearing back from them. They would call and then immedicately hang up the phone (basically a miss call) and when you phone, they put you on hold. After holding for what seemed to be around 5mins, you then get told that the manager will get back to you, which doesn't happen.

In the future, we will be minimizing our shopping at Builders Warehouse and especially the Table Bay branch, as they seem to have both incompetant systems and staff.

Let's see if they even make an effort to sort out this issue.