COMPLAINT - Mr Price cancels online order 2 days after placed and cell centre staff dismissive!

On the 8th of August I went to Mr Price to buy 2 items that were on sale in branch and online. The items were not available in my size in the branch where I was, so I ordered it online instead which displayed IN STOCK. On the 10th, I received an email from Mr Price saying that my order has been cancelled because it is out of stock and I will be refunded. I rep**** asking since when this is common practice and the nonchalant approach is also quite disturbing. I said that a refund is not good enough. The person rep**** saying they apologize for the inconvenience and offering to check at my nearest store if they have stock then I can go buy it there. We went back and forth via email because I refused to accept that no one is willing to take responsibility and then I suggested that they find out which stores have the items and send it to the Tygervalley Store which I indicated in my initial online order. I was then told that they will check with the stores and get back to me. On Monday, the 14th I followed up again via email asking where we are in the process - no response. I then called the Customer Care on the same day at 15:55pm; spoke to the so-called customer service agent whose name I will not mention, and was nicely told that they cannot transfer stock from one store to another because they are the online warehouse. They don't have anything to do with the stores. This of course greatly disturbed me because this is not what was said in the email. I mentioned that the lack of helpfulness and ownership is frustrating me and that it's unacceptable, but the person was very blunt and unhelpful, making it sound like I'm being unnecessary. I was also told that there is a glitch in their system and they are trying to refine it - it takes time for stock to update on the system once it's completely out. I asked how this is the customer's problem and that the attitude is really poor. After being interrupted and told that I'm asking questions that he cannot answer, I was advised to send a complaint via email. Today I received a final email response saying that the stores don't have stock and I'm welcome to look out for when it is available to purchase.

I don't know how else to express my disappointment... I have never experienced such poor service from Mr Price in all the time I've used their online service. I don't appreciate how I was dismissed as if I'm being unnecessary. As a client, all I asked for was for someone to take responsibility and sort my issue out. Simple... get the stock at a store and send it to the one I wanted it to be delivered to, but no. That's too much to ask. And no guarantees that I will pay the special price when it is available again. Their system caused the problem - not me. When I placed the order, the items were in stock. The glitches is none of my business! And to make matters worse, I call a "Customer Service" centre where there is no "customer service"... where customers are asked if they need any help but none is offered. I've never been treated so unprofessionally on a call. And from here on, I don't trust Mr Price Online system any longer... or their customer service centre to actually provide real customer service. I'm very disappointed.

My order number was: ********** 73864 Request number: 263324

Thank you CW