Extremely terrible customer service

Unfortunately for the past few weeks I have had terrible customer service from Discount Decor. I am not a first time customer and am extremely disappointment at how everything is being handled. Yes this is still on going.

A few weeks ago, I made an online purchase for a chest of draws for my babys nursery. During the online purchase, I needed some assistance, so i tried calling the business numerous times and noone was there to answer calls. Nonetheless, I continued with the purchase.

The next day I tried calling again, and again there was noone to answer my call. I continued with my purchase and just followed whatever information I could find on their website. The website recommended using the WhatsApp chat service they provide. I contacted the number and only received a response at 10pm that evening. Not very professional and also very unacceptable. This was on a wednesday.

I really needed the chest of draws, and used my previous experiences with them to continue with my purchase. The order was placed on a Tuesday and immediate payment was made with an immediate pay and clear.

Eventually the Friday when I called again, a consultant answered. I explained to her that I would like to collect my purchase and not have it delivered and asked when it would be ready for collection. The consultant assured me that by the following Tuesday the chest would be assembled and ready for collection.

To be safe, my dad went later than Tuesday to collect the purchase. Upon arrival, the paperwork was not ready, they had not checked that I had made an immediate payment clearance and the chest of draws was not assembled.

My dad called me from their warehouse (he had to use his phone, his airtime) and another consultant told me that they were not aware of my purchase and that their accounting person was not their to verify my payment.

Upon hearing this, I was quite upset. As I was becoming very impatient with their customer service.

I then told the consultant that due to all their miscommunication and the fact that my dad drove all the way to collect the chest of draws and it wasn't ready, the least they could do was deliver it for us at no cost. Because we can't keep driving up and down and I cant keep phoning them and this is the service I'm getting. The consultant said okay, she will speak to her manager, follow up on my order and call me back before the end of the day. That did not happen.

The next day, I had to call the warehouse again to follow up on the call. There was still no solution.

Another day went by and then the consultant called me to tell me that they cannot deliver for me for free and I still need to pay the delivery fee. This is now 2 weeks after I had placed my order and paid for it.

Upon hearing this, i requested to speak to the manager and asked for a full refund as I was extremely u happy with their service. He agreed and said a consultant would call me to take down my details for the refund. I AM STILL WAITING FOR THE CALL.

I tried calling the warehouse today and their mailbox is full, so my call is unable to go through. It was the same yesterday. So now what do I do?!

As sympathetic as I am towards conducting business during these trying times this sort of customer service is highly unacceptable!