Appalling Customer Service by Edgards

Good day

I am utterly disappointed, devastated and disatisfied regarding Edgards service. I purchased on the Edgars online on the 28th of April 2020. I bought winter clothes for my newborn baby and 8 years old boy at a cost of R5000. The delivery policy at the time of purchase confirmed 3-5 working days

On the 2nd of May, I decided to contact Edgars online on *** to enquire about the tracking of the delivery as the only email I recieved from Edgars was confirmation of payment. I spoke to a lady called Lungile and she confirmed that the clothes will be delivered on the 6th of May. I took unpaid leave day so I can collect the parcel, the entire day passed with no parcel, no phone call or email communication from Edgars online.

I then called the same number *** on Friday the 8th May, I was told that my parcel is being processed. I was very angry because I am being told different stories by the consultants. They could not track where the progress of the parcel, all they know is that its being processed. I requested to speak to a manager and was placed on hold for 50minutes

The week of the 11th passed as I patiently waited and thought I will receive a call from the Manager named Neheng or an email. Unfortunalety no one bothered to contact me. Everytime I call I am being told that delivery of clothes are delayed due to backlog and will be delivered within 3 weeks. I am also being told that the online Edgars website wasnt updated at the time of purchase due to a National Lockdown and yet they took the payment. How was I supposed to know that their website wasnt updated because it allowed me to purchase and asked for a payment after purchase. When I purchased, the delivery process confirmed 3-5 working days. I am now left stranded with a newborn baby that has no clothes to wear after paying R5000

As you can imagine my frustration, I decided to call the Edgards store in Clearwater on the 16th of May and I spoke to a Manager called Khotso. He advised me of not having influence to online shopping and the best he can do is to follow up with them. He advised me to log a complain with the Edgars online, which I did on the 16th of May and I was advised by online Edgars consultant that I will receive a call within 2 working days and the manager called Neheng will contact me reagrding my complaint. I received no call/email. And I am tired of calling Edgars online and being given a ridiculous custoner service and promises that they cannot fulfil

My frustration levels have never been so sky high. I contacted Khotso today, I told him I have not recieved a call from online people and 2 working days to resolve my complaint has lapsed. He advised me to call them again. I cannot constantly call the online people when my queries are not being solved. Khotso asked me what do I expect him to do as this is out of scope of his responsibility, he said to me the reason I am not being helped is because I am irate and asked if I will constantly call him instead of calling the online people directly. I ended up telling Khotso that the exchange of words is not helping me as I thought someone in his calibre at Edgars would be able to provide assistance and encourage good customer service. But I was wrong

To date, I dont know when will I receive the clothes for my newborn and son. My cellphone fell in water this morning and I have been using other means to contact Edgars Clearwater this morning

I am really fedup. Please can someone help, my contact email address is ***