Click + Collect Business Process - Not Happy

I placed an order online 28 January 2025. Click + Collect from Cape Gate. I contacted your Live Chat team on 30 January 2025 to be advised that the warehouse in Cape Town is sourcing the items. These items I have seen on the shop floor in Cape Gate, with plenty of stock.

I contacted your Live Chat team again later on 30 January 2005 to be advised that Canal Walk is now sourcing the item, as the main warehouse cannot source the items (Meanwhile, it is on the shop floor for the chosen delivery store). What was explained that if the warehouse cannot source it, some large stores will source the items. With that being said, Mr. Price Cape Gate is a very large store. At this point it made no sense as to why a store +- 20km away from the selected delivery store had to source the item, while the selected delivery store has stock on the shop floor.

The order was then "Shipped" Friday afternoon. Monday past, we are now at Tuesday. The order is due by 04 February 2025, which is today. No updates. I had to call you contact center 3 times to get information.

I was informed on the first call that it has been shipped and the matter will be escalated to the courier (City Logistics) to be delivered as soon as possible. A follow was promised, and of course, no feedback from the courier nor Mr Price.

I called the second time and was advised that it was escalated and they are still waiting on feedback from the courier. It was then mentioned that the order is en-route to Cape Town. Only to find out my order is bein shipped from DURBAN and there was a hold up with the order. Are you kidding me??? That does not make logistical sense as Cape Gate have the items I purchased online.

I called City Logistics who then advised me that the order is in Cape Town, where exactly, I have no idea. Right now, this order is going to be delivered after the delivery due date and I am not happy.

So in closing, the agents I spoke to on Live Chat omitted this information, or they were none the wiser at the time. I have wasted personal time, making calls to your contact center. I waited around for feedback, and none was received until I called around.

I am absolutely not happy with this entire service and will 100% not use this service again. I ordered items off of Takealot on Saturday and received it today. You have quite a bit of catching up to do in terms of your Business Process. I'm sure the costing for couriers shipping all the way from Durban is quite exorbitant, as apposed to using local couriers to ship inter-store / from store to store,

I would like a full refund for my order please, if it is not delivered to the store today as stipulated in the receipt of my order. I do not want to hear anything about your online shopping processes in terms of refunds where I have to go and wait in a store to be attended to(Defeats the purpose of convenient online shopping), as you cannot adhere to you own and provide adequate service to your customers.

I will await a call back from your complaints Manager. Please have this escalated accordingly. I do not want to deal with a Level 1 customer service representative, they are not equipped to deal with complaints / escalations.

Thank you!