Service is appalling.

On the 16th December I placed an order online and used the instant EFT payment method (order no: ***), payment was successful and the order was supposed to be delivered on the 18th Dec. On the 18th, my order wasn't delivered, but I wasn't too worried because I figured the store might be having a backlog because of the holiday. Today I finally decided to follow up, called the Builders service centre and was transferred to the store (Tswelopele Builders Superstore). I spoke to Dikeledi, she told me she will find out from the driver if he can deliver today or tomorrow, she asked for directions and we discovered that she doesn't stay too far from my house so it was easy to direct her because she is fami**** with the place. Few minutes later, I received a call from the driver Prince, he too asked for directions and my address, but the call disconnected. I called the number back and spoke to Prince, gave him my house no and directed him using a nearby primary school as reference. About 20 minutes later, I received a call me back message from ***, not recognising the number, I called and a guy named Tshepo answered and told me he is from Builders and again asked for directions. I asked him why he sent me a call back message instead of calling, and he hung up. Few minutes later, 3 more call back messages *** came in, and I ignored them assuming they were from Tshepo. Finally when they realised I wouldn't call back, Prince called from the 2nd number mentioned above and told me he was near our police station, I advised him to turn back and directed him using a nearby church and speed humps as reference. Prince then decided to go to a different ext, a bit far from where I live, he called and told me he was near a clinic. What clinic? The nearest clinic is about 25 minutes away. At this point, I was frustrated and told him to just return the purchased goods because I will be cancelling the order. I am very disappointed in Builders, FYI, a GPS would be a great investment. Is it normal for your drivers to be sending call back messages to customers? Why can't a big brand such as yourselves buy airtime for it's drivers? Beats me. You must learn to communicate with your customers, I got no communication explaining the cause of the delivery delay, had I not called in, my order would still be "in progress". You should learn a thing or two from Cash Build, placed an online order on the 17th, got an sms confirming the order and delivery date was set for the 20th, surprisingly, my order arrived at 17h00 THE NEXT DAY. I was expecting your delivery but anyway, no need to dwell on that. I want my money to be refunded, I no longer want the order to be delivered. I was really impressed with how seemless and user friendly your online platform and ordering process was, not to mention the affordable material, but I guess looks can indeed be deceiving, right?. Oh, before I get too carried away, Pretty, the lady from your service centre is a keeper. She was professional, empathetic and tried her best to help, for that, I am grateful. I want my refund ASAP so that I can go and purchase the material somewhere else , y'all have already delayed me long enough, the builders would be done/almost done by now.