Delivery of my order pending since March 2020

Still waiting for delivery of my order since March 2020 to date 18 June 2020 and counting.

I placed an order and paid cash via eft 21 March 2020 and 26 March 2020 08:21AM my order was dispatched providing my parcel number via sms. Then “LOCKDOWN”. I then received a sms on the 30th March 2020 stating that my parcel was safe with their (HomeChoice’s) delivery partner and my order will be delayed by four weeks. The 15th April 2020 I received a sms stating that HomeChoice delivers during lockdown. The 5th May 2020 I sent an email to *** to enquire about the delivery of my parcel and I received a generic response from Monique Muller with no indication of when I can expect delivery. While looking for options to obtain answers I sent another email to *** and cc’d Monique, providing context to my query and again no response. I received a phone call 12 May 2020 informing me that I will receive my parcel in 7 to 14 working days. I waited and 14 days later no contact made to inform me about my parcel and nothing received. I called HomeChoice’s call centre and spoke with Nolisandiswa on 28 May 2020 and after explaining myself again she informed me that Monique Muller will be giving me a call the same day. I was not contacted and I placed another call and spoke with Yanelisa and she highlighted that the query was escalated to their Hub but nothing concrete received regarding my query. I then received a sms and I quote: “(Friday 29 May 2020 16:56) HomeChoice: We're sorry that delivery of your order is delayed until further notice due to COVID-19. Please note that we have delayed your billing on your parcel PFS58####95 until your parcel is delivered. We apologise for the inconvenience caused.” Further to this, I received marketing calls from ***, 2 June @09:44; ***, 12 June @08:28 and 13 June 10:28 and I questioned how they are selling to me but have not delivered my first order. HomeChoice’s systems are clearly not integrated and after raising my query with so many different people no one is able to prioritise and resolve my issue and this highlights a serious breakdown or non-existence of controls to monitor quality assurance and after sale service. How can customers be impacted by a company’s internal escalation procedures and the lack of accountability for breakdowns such as this. This cannot be how customers are treated fairly and cannot be justified by citing COVID-19. My order is indefinitely pending however I paid cash. This would be considered a **** if I paid an unknown body but this is an authorized financial services provider and in direct contradiction to what they advertise.

Today 18 June 2020 and spoke with Natalie and she indicated that the two people who are working on my query are not at the office today and she will escalate it with another team leader. I made my last attempt to try and resolve or find someone who can assist, unfortunately no one mandated/empowered to make decisions and take control and resolve my query.