Frustrating Experience with Online Order with Decofurn, remind me to never shop with them ever again.

I am writing to formally express my frustration regarding a recent order I placed with Decofurn six days ago. My experience with the online ordering process and subsequent customer service has been unsatisfactory and has left me feeling quite exasperated.

Upon completing my order, I received an email confirmation indicating that my order was set for store pick-up. This was alarming, as I had explicitly selected delivery. I immediately contacted Decofurn customer service department and spoke with a consultant who confirmed that I had indeed selected delivery. She assured me that she would call me back with an update.

However, I later received a call from a different consultant named Edna, who insisted that I had chosen store pick-up, despite my attempts to clarify the situation. I subsequently sent Edna an email containing screenshots confirming my selection of delivery. Unfortunately, she disregarded this information and continued to assert that I had opted for pick-up. I sent a follow-up email requesting a resolution, but Edna did not respond.

Now, six days later, my delivery is still not processed. When I called this morning, I was informed that my order was still pending due to a "discussion"—which I can only assume refers to my emails with Edna, as she has not engaged with me since. I was further shocked to learn that if I wanted my order delivered, I would incur an additional charge of R357, despite the apparent error with their website and the lack of adequate customer service.

When I inquired about the timeline for delivery, I was told it would take an additional 3-4 working days. This is unacceptable, especially since my payment was processed six days ago, and I have not been at fault in this situation. I need my items delivered this week, as I am traveling.

This entire experience has been frustrating, and I believe it reflects poorly on decofurn's commitment to customer satisfaction. I kindly request an urgent resolution to my order, with delivery arranged at no additional cost, considering the circumstances.

This entire experience has been incredibly frustrating, and I’m disappointed with the lack of effective customer service. I hope DecoFurn can address these issues promptly.