Online order disaster

I placed an online order with Mrprice on 07/02/2022 as per norm I received the confirmation instantly on the 7/02/2022 the order was shipped till today 21/02/2022 no further details have been communicated.

I took the honors to find out what might have happened I called the online call center agent a very rude lady from the onset with no enthusiasm to assist . I gave her my order no etc. unbothered she told me the order is at the Westgate store and was delivered on 14/02 and I must call the store to find out why I never got confirmation of delivery.

I have been using the online shopping since 2020 never have I ever had to call the store and find out where my order is I asked her "had I not called today how would I have known that my order was delivered"?

I am really disappointed in this service from calling the call center I must now call the store which I did and I was told" they are still checking at the back and they said I must call again after 10 mins"

I specifically shop online to avoid all of this incapacity and incapability to deal with customers at this point I am no longer excited to get my order very poor service from the call center agent to the store or whoever else was meant to advise the customer when goods arrived its exactly 21 days since the order was placed still goods have not arrived!!!