Lack of knowledge and assistance from Customer Service consultants

I placed an order 11th of July (***0) and it was scheduled to be delivered 22 July, but when l next tracked my delivery on the 23rd of July the status was returned without details of why. I called the customer service centre and lady that l spoke to told me that the courier company was inable to deliver because l did not answer my phone. I told the lady that l had not received any call from a courier company and l had been home all day because l work from home. She told me there was nothing she could do because she couldnt dispute with what the courier company told Homechoice.

Unsatisfied with her response, l sent an email to the contact centre on the 23rd of July and only received a response from Inshaaf Vernis on the 13th of August in which his email stated that the order was returned due to the fact that my address was incorrect. I proceeded to respond as ask how my own address could be incorrect and who has the rights to determine that who isnt myself. I never got a response on my questions to date.

I told myself perhaps Homechoice was still navigating new ways of working due to lockdown and waited until today (18 Dec) to try and resolve my issue. I called the customer service line and spoke to Siphokazi. I explained my issue and she proceeded to put ke on hold for 6mins. She came back on the line and told me to order again but this time put my work address. I told her that l was working from home due to lockdown our offices have not opened hence l put my home address. She then told me to order again but this time put some1 else's address. To which l asked whose address because l am ordering for myself and paying for myself isnt that again some policy!? She them told me l could collect from one of the showrooms ob Marshall town or Maponya and l told her both those locations are far from me as l live in Bryanston. I also told her thst due to the pandemic we should be limiting movement thats why l was selecting a store that can deliver to myself. She proceeded to tell me that as long as l wear a maks l should be fine. I told her l was not to put myself at risk to collect yet the website says "order in the comfort of your home and we deliver to your door". She then asked me to find another address to have my stuff deliver to which l then asked what kind of address because were l live l have an address. She put me on hold for 8mins then came back to tell me that no infact, all l need to do of send proof of address of where l live and the issue will be sorted. She was also having issues spelling the email address "boc as in abbreviation for documents". I told her the line was bad and she would have to spell it the way other cost centres to like a for alpha and b for bravo.

I am obvious frustrated but disappointed with the lack of knowledge of the people Homechoice is trusting to deal with their customers. The return of the order had 2 different reasons as it why it was done. The call l had today gave me 3 conflicting solutions, 1 seems fradualent, another puts my health at risk and third l received only after insisting that the first 2 were unacceptable