Terrible Customer Service and Missing Order – Mr Price

I had a very disappointing experience with Mr Price and specifically with the customer service representative, Jessica Moolman. My order has been marked as “shipped” for the past two weeks. When I enquired, Jessica told me the store was open and that I should collect my order, providing the order number and the name of the person who supposedly signed for it: Catherine.

I went to the store on the 14th, only to be told that my order was not there. The store staff explained that the store had been closed when the order was delivered due to a storm that damaged their premises. I then contacted Jessica again, asking for help in locating my order. Instead of assisting, she insisted that I go back to the store and look for her personally, claiming she was the one holding my order.

How does Mr Price expect customers to search for their own employees? Where does one even start when the employee in question has such a common name? My order still shows as “shipped” and not “ready for collection,” and I have received no further assistance.

The last response I received from Jessica was:

"There is nothing to escalate because the order is in store; they even signed for it and the store is open. Have a lovely day and let us know if there is anything else we can assist you with :)"

This level of customer service is unacceptable, and I am extremely frustrated with the lack of accountability and proper support.