Poor afters sales service

The Constantia store didn't have the item I was looking for and offered to order it online for me from the store. Once the item was delivered to the store, I went in to collect it, only to find it was locked away in a cupboard and the person who had the key wasn't in. The assistant agreed to send the parcel to my home address, assuring me it would be there later the same day or the following day. I left my phone number should the need to contact me. I heard nothing from them for about seven days. I tried phoning but couldn't get through. So I revisited the store to find out what was going on. After receiving my item, I spoke with the store manager who agreed I'd received poor service and he apologised. No explanation was given about what had happened. Subsequently I wrote the CUM customer service about my experience. A reply came stressing their commitment to excellent customer service and apologised for the way things had worked out. I subsequently asked what had happened and what had been done to remedy the situation. I've received no further response from CUM. So much for their commitment to excellent customer service!