Online Order - no response !!

I am a disillusioned and very irritated customer - an unresponsive online order system!!

My online order reference is *** and was placed at 08:09 on Friday 29th November. This order was supposed to be delivered to my address. I have ordered several times from Dischem, all these orders being completed seamlessly.

I had been to the new Dischem store that had just opened on Longships Avenue in Plettenberg Bay, and as the items were not in stock at that branch, I then went online and placed the order. All items showed as in stock on the online portal. I thus paid in full and received sms conformation of my order.

I received a strange call a few days later from a very pleasant gentleman at the Plettenberg Bay store, informing me that they do not have stock and that he will inform me when my purchase arrives. I was rather taken aback as I knew they had no stock and that was the reason I had ordered online. I received a call on the 9th December from the Plettenberg Bay branch to say that I could collect part of my order, which I did. On Sunday 15th December I went back to see if my remaining items were now at the store. The helpful assistant could only state that she would follow up as she was not aware of the problem. On Tuesday 17th December I called the consumer care-line twice, unfortunately still no clarity. I called again today, 18th December, and was assisted by Itumeleng. She contacted the Plettenberg Bay branch, only to be told they are still waiting on stock. I then drove again (third time) to the branch to speak to the manager, who was once again, extremely polite and helpful.

This is what I now understand: as a Dischem online customer, I sign in and place the order. The items show as available, I then complete the order and pay in full. Dischem then tries to source the items from the store closest to the customer. If they don’t have stock, they then try to source from other branches. At this stage, the item may no longer be available. In a sense this is at best ********* - I have paid in full for a product to be delivered, only to be told that Dischem is still trying to source the item. It is now 20 days since my order was placed. I have been called twice by Plettenbderg Bay but ABSOLUTELY no update from the online portal despite multiple phone calls. This should not be an issue for the Plettenberg Bay branch - I did not order through them. My order was directly with online and should have been delivered directly to my home, which I probably paid for.

Should I ever take a chance and order from Dischem online again?