Online shopping - no delivery of product ordered - not getting feedback

Chantal Williams <***> Wed, Dec 11, 11:52 AM (21 hours ago) to online.support

I ordered two dog beds on 26 Nov 2019. The dog beds are dispatched from 2 different stores due to logistics. I received the one dog bed in the same week as ordering & payment done from the Ottery branch. I am no struggling to get the other dog bed delivered from the Cape Gate branch which is close to where i stay in Durbanville. I followed up with the call centre on Friday 06 Dec as it was at the couriers 2 Dec. To date i am still waiting for someone to call me back. I followed up twice with the call centre and guess what someone will get back to me - did not happen. On Monday i checked the tracking and it still showed pending dropout. I called the courier company who said it is on route. On Tuesday i checked the tracking again and then the message was that the customer was not available and it was cancelled. How that is possible i dont know since i gave my work address and received no communication from the courier company. I then called the call centre again and they said it shows that it is still with the courier and not cancelled. Someone would investigate and get back to me - still waiting for that call. The courier company said they would arrange for delivery on Tuesday - i did not receive it. Wednesday i called twice and a lady promised to get back to me personally before tea time. She never did call me back with feedback. I have also sent 4 emails with no responses.

Really pathetic service delivery. At this rate i will receive a simple dog bed next year and to have it refunded will be another hassle!! I even sent an email to Doug Jones. Never using the online service again.