Poor Case resolution

After years of being a loyal customer to Foschini, I am incredibly disappointed at their service recently. Due to unforeseen circumstances, I was unable to collect an online order in January 2021. As per their terms and conditions, online orders not collected within 10 days of delivery will be returned and accounts will be credited. As we speak, I have called the online shopping customer service on three separate occasions as my account has not yet been credited and no one can tell me where the order is three months later. Every consultant I speak to promises to lodge a return and promises to give me feedback, but this is yet to happen. On the last call, I went as far as to lodge a complaint and was promised the manager would be in touch. This, as with all the others, was just an empty promise. I am utterly disappointed at the service I have received from Foschini!