Poorest service I've ever experienced

I placed an order for heels (with full payment) on 8 July 2023. I was told that the shoes had to be retrieved from their warehouse in Cape Town and that I should expect to be able to pick them up from your Sandton Store on Friday, 14 July 2023. I waited 2 months and never received the shoes.

I had to follow-up with their Operations Manager, Skye Sutton, countless times because she did not have the courtesy or professionalism to inform me of the delays beforehand. She was never able to give me an ETA, and eventually avoided responding to my emails altogether. I had to go into the Sandton Store, in person, twice, to get the staff there to call her because no one would provide me with her number either. No proper explanation was ever provided as to the reasons for the delays in delivery.

After appearing in the Sandton Store for the second time I was told by Skye that the shoes would arrive no later than the end of August.

On 20 August 2023, I suggested that, given the fact that the warehouse is in Cape Town, it would just be easier if the shoes were delivered to an address, that I provided, in Cape Town from where I would pick up the shoes myself when traveling down. The last straw was when Skye finally rep**** to my email, after having to call Head Office to hunt her down, and informed me that, for no good reason, the shoes couldn't be delivered to that address either and, further to that, the delivery of the shoes would be delayed by another 3 weeks!

I have never come across such unprofessional service. Nor has it ever been this difficult to obtain the contact details of managers and owners of a well-known business based in the country.

I have cancelled my order and demanded a refund of my money, failing which I will lodge a formal dispute against them. They cannot call themselves a luxury brand and provide this level of service.

Those shoes were meant to be for one of my wedding functions and I've now wasted 2 months waiting for them to arrive only to have a no show.