Dis-chem poor delivery when customers need it most

I am annoyed, frustrated and after the call I received this morning, appalled by Dis-chems incompetence during this entire process.

I placed an online order on 15 March, 10 days before lockdown, and paid for delivery within 2 – 5 working days. Communication about the delay of my online order was only sent to me 7 days later. To date, I’ve tried calling both the call centre ***and Canal Walk online orders ***) numbers repeatedly, no answer and about 1hr of airtime gone because they put you on hold.

I received an email yesterday confirming that my order is with the couriers. Then today, I received a call from Canal Walk online orders stating that they are unable to fulfil my order and that I would be refunded. I mentioned the email to the person that called me, he then said he would double check and call me back. I’m still waiting. I suppose I’ll have to wait another 10 working days…

I understand that within the current climate, online orders have escalated and that delays are inevitable. But regular updates and transparent communication is essential, and Dis-chem has failed. What is really astounding, all other big retailers are managing, and if you can’t assure delivery, then why offer the service and continue to? I think it would be worthwhile remembering that you will need these same customers once things have normalised in the country!