Clicks terrible customer service

I am truly appalled by my recent experience with Clicks. I’ve placed online orders with them before, and click-and-collect deliveries have always been smooth, arriving within 2-4 days based on my area. However, my last order, placed on the 16th of September, has been nothing but frustrating.

When I checked the tracking on the third day, it only said "ready for courier collection" since the 16th, with no further updates. I contacted customer care, and the agent assured me that the order was with the courier, stating that if I didn’t receive it by the 20th, they would escalate the issue. I emailed them on the 21st to process this escalation.

When I called customer care again on the 23rd, I spoke to a lady who informed me that my order was in a regional area and would take 5-6 days. She insisted that the website had mentioned this time frame, and I should check again under tracking. Not wanting to argue, I checked myself, only to find nothing about 5-6 days. I even had a screenshot from the checkout process, which clearly showed a delivery estimate of 2-4 days.

I sent an email with proof of this, yet received no response. I used to love Clicks, but their customer service has become truly pathetic, as if they’re doing us a favor by simply providing the service we’ve paid for.

From now on, Dis-Chem will be my go-to store. Even if Clicks offers a cheaper product, I’d rather pay extra at Dis-Chem and receive better customer service. It’s sad to see companies no longer value good customer service.