Inconvenience and unacceptable service

After years of shopping at mr price today was by far the worst experience ever. I ordered an item to be delivered to Mr Price Adderley street. I received confirmation that my order was ready for collection.

I then rushed over during my lunch, inserted the order number and immediately noticed something isn't right.. my name was on the order packaging but it was not my order inside. I then alerted one of the staff members who referred me to Justin (who absolutely did everything he could to try and sort it out). I was then told that the online department will have to collect my order from wherever it was and deliver it to the store that I again will have to walk to in order to collect and that it will probably only be by next week when my order was set to arrive this week.

At that time I get another confirmation email to state that my order has been collected and they hope I enjoy my items??????

Then when I complained to the whatsapp staff member, he/she expected me to take the incorrect order in order for the courier to come and collect it as a "inconvenience prize" which I disagreed to as the other customer would now also have to add a waiting time.

I feel that the service I received regarding my complaint (not adderley street) was despicable and instead of offering to deliver my order to me directly for free or somewhat compensating me for the inconvenience, all I got was an "sorry for the inconvenience caused, sorry for the inconvenience caused"... I'm a loyal customer and I'm always promoting the items in store, online or wherever. I'm just really disappointed in the service.