Contact lenses still not delivered 3 weeks post placing order

I ordered contact lenses through your online shop on 17 March 2023 (***) and received the confirmation e-mail of the purchase. To this day, almost 3 weeks from the time I have placed the order, I have still not received my contact lenses and also not an e-mail confirming that the delivery is on its way.

I phoned your call centre over the last 2 weeks almost every day to get an update on the status of the delivery. First I was told, that my contact lenses will be delivered early the following week. It did not happen.

When I phoned again, I got the same story. In the meantime, I had gone to the branch at Bayside Mall to ask if they have trials I could use in the meantime. The optometrist was very helpful, but unfortunately could not give me the exact prescription as they had none in stock.

I phoned your call centre again and spoke to one of your Team Leaders, Portia. Portia mentioned that she would need to speak to your lady who deals with the online orders. Eventually, I received the Waybill number over the phone. It seems the incorrect province was auto-selected when I entered my address, however everyone knows that Cape Town is in the Western Cape.

Today, when I tracked my delivery, it seems like the package has still not been collected. The last update on 4 April says nothing to collect. What does this mean?

I phoned Portia again, who told me she would phone me back. No feedback as yet.

This has been a very frustrating process. I can't see without my contact lenses. I don't understand how your call centre team cannot deal with online orders to give real time feedback. I also don't feel like your team have dealt with my query with the urgency it requires. I would rather spend extra money than using the discount code for online purchases had I known that online orders would be this useless.