Bad customer service

HomeChoice: Order no: ***7 I app**** for a Gomma Gomma Lounge suite at HomeChoice at JHB CBD Rissik street on 31 July 2023 and put money down R2000 towards the Lounge suite. We signed an agrreement to pay the ramining via monthly installment of abour R1999. We were told that the delivery of the goods will take 3-5 days and we advised to track the order online on home choice site under our account. On the 03 August we realised that there was no movement of the order on the tracking site. We called Homechoice contact centre and they told us the hold up was because we did not submit a payslip - we explained to the consultant that we don't have a payslip as I'm self employed. She assured me that the mistake has been rectified and the we should now see movement of the goods on the tracking site. Today, the 07 August 2023 when I look at the tracking site I don't see movement still. I called customer care and a lady a number of ladies who have little to no customer service referred me to the processing team. At the processing team a lady by the name Shafika said she doesn't know what the issue is with my order and referred me to the verification team. After all this pillar to post with no reason given to us about the order delay. I spoke to a lady at the verification team - after sharing my frustration with her she said she cannot help but she will ask someone to call us back as she was only taking message. I was angry and frustrated and asked the lady that I was thinking of cancelling the order - the lady gladly said she can help me with cancelling the order. In return I asked her if she doesn't care that much about Homechoice and it's clients. She could not help me track or check why my order is being delayed. However she is in position to cancel orders. I insisted on speaking to the manager and the lady to me that the manager and team leaders are in meetings. I insisted on holding the line and after about 10 minutes a lady came to the line. The bravery of that lady- I believe her name is Mirriam. She came to the line and asked how she could help me. Asfter so many calls and explanations - she still did not know what my query was. They clearly don't care about customers at Homechoice. We got into a heated exchange and she decided to drop my line. Mind you, I had been on the line for close to 1hour 30 at that time. Around 13:30 my wife called me and told me that our order was cancelled. I asked her why? but she did not know. She said a lady calling from this number *** called her and advised that our order was cancelled. I called *** and spoke to Fuwaza Isaacs she told me that indeed the order was cancelled but the reason for the cancellation was not captured. I told her we did not cancel the order and insisted that the mistake be fixed. She transferred me to Manager Joy Lee at Vetting. She promised to recapture the order and come back to us on the 08 August 2023.

I've never experienced such horrible service in my life. It's like the people that work at HomeChoice don't care about it's customers. I would like the head of customer services to listen to all our interactions and tell me what he thinks about his/her emloyees . I also want an apology letter. I want HomeChoice to fix this problem and deliver my order in the next 3 days.