Worst experience

Worst experience, I ordered items that I was meant to collect on the 24th of December and until date the items have not arrived at the store(Mr price Khayelitsha )for collection. I am constantly making follow ups on live chat ,only thing I am being told is that the matter has been escalated to the courier company. What madness is that? Items were to be used for the 27th of December and I had to make a plan because of the inconvenience. At this point I just want my money back. They don't even bother to send email updates about the delay they just keep quite. Yey ndifuna imali yam nina.