Pathetic and insufficient Service-Foschini Online Purchases

As you know during Coronavirus lock down, online shopping has become the go to option. I have myself shop online countless times and recently with the Foschini store a few times. I recently had a horrid experience of utmost lack of BASIC customer care and understanding of their own systems. I placed an order online on the 15 August for 2 pairs of shoes, a sale item and a normal priced item for delivery to the Totalsports store in the Galleria Mall in Durban. Foschini for some reason ships items in an order separately as they are processed. I received an sms that my order was ready for collection on the 30 August. Got to the store and only 1 item was there. No problem i will come back when i receive another sms. Days pass and i call the call center for feedback and the lady says she can see that the item was sourced and is at the distribution warehouse to be shipped. I then get a sms on the 3 Sept 20 to say my item is with the courier and an sms on the 4 Sept 20 to say my item is ready for store pickup. I get to the store on the 5 Sept 20 and the attendant says there is no parcel. She checks the sms and says i don't know what to do there is no parcel. I ask her to call the call center and check what the issue is. The call center agent says they do not know what the problem is and they cannot help they will credit me for the purchase. I mentioned that the item is hard to get as the store did not have it which is why i ordered online, why can't they track the parcel, still no assistance. I went back to the store on 6 Sept to see if the item maybe arrived late but still nothing. The store manager of Foschini said that they cannot assist due to the package being sent to a Totalsports store. Totalsports store manager then tried to assist but the call centre was closed and they said i must come back on Monday. As i sat in the store i tracked the parcel myself and found that the parcel was delivered to Olifantsfontien in JHB and not in Durban as per my request. I proceeded to call the call center again on 7 Sept 20 to assist and they said my parcel is delivered i can collect. I had to explain a few times that the parcel was delivered to JHB and i am in Durban, none of the agents or assistants bothered to assist by simply tracking the parcel to understand the issue. What is the purpose of tracking ID and order numbers if they are not used? The agent then says well mam there is nothing we can do although the parcel was sent to the wrong store and its their fault, they cannot re-route it nor can they order another one for me they will have to refund me. She then says she can see in the system that i queried this parcel for the second time and a refund was supposed to be done but was not. I have asked for an immediate refund but still nothing. In the interim we have had to drive to a store in the Bluff which is not near us as i live in Amanzimtoti to source the shoe and purchased it cash. I still await my refund. As i write this review i am getting sms reminders to collect my parcel (That is not at the store i requested). I have never had such poor, pathetic and lack of simple system understanding service from online shopping. As mentioned i do a lot of online purchasing and this incident really puts me off buying from unprofessional Foschini stores again, if simple things cannot be done. If i could give them zero stars i would!!!