APPALLING SERVICE FROM ON-LINE ORDER

What a pity one cannot have ZERO rating in this case. I pre-ordered a new phone via an MTN email about upgrades. I was very soon contacted by someone (unfortunately cannot remember her name) and was told a whole lot of blurbed about new phone etc. I did ask about adding a Samsung watch and was not told no problem, another whole lot of blurb about contract etc and that if I was not satisfied I had 10 working days to cancel the order. This call took place on 31 January 2024. The following Monday, 05 Febraury 2024 my order of new phone and watch was delivered. When I opened the watch I became aware that this was a man's watch. This was the first thing to make me angry as at what point, with a female name, female title of Ms and a female voice did the idiot who processed my order think it was okay to send a man's watch. As I work 6am to 6pm Mondays to Thursdays and 6am to 12 noon on Fridays, I went to the nearest MTN store to where I live to (in the hope) of swapping the man's watch for a woman's one. At the MTN store I was informed that they could not swap it and that I had to send the whole order back. They assisted me by giving me the contact number of who sold me the package. I tried to call only to discover that the office were closed (just after 4pm). I tried again on Saturday but they do not work over weekends. Monday morning, 12.02.2024, I called the number and spoke to "Estelle" and requested that she cancel my order and to send a courier to collect the goods. I also emailed MTN Customer Services about the situation. Estelle confirmed that my call was recordered and would be listened to and that she would expedite as I was not able to get to the MTN Direct store at the Waterfront (45 minutes awayfrom where I live). The nexte day, 13.02.2024, Mr Ntasko Hlongwane responded to my email and assured me this matter would receive their urgent attention and apolgised for the mishap!!! On 14.02.2024, I called again adn spoke to "David" and had to explain the entire story again and that i wanted my order cancelled and to send a courier to collect the goods. He said he would expedite the matter. Then he cut me off!!!! I called back and now spoke to "Cornelia" who again said she was so sorry for the situation and noticed on the system that David had requested a courier. On 15.02.2024 I called again adn spoke with "Sinenhlanalha" and asked her when can i expect the courier to collect goods as the 10 working days were running out. She said "have you been informed that it can take up to 3 weeks for courier to collect goods". THREE WEEKS!!!!!! And NO!!!!, i had not been informed of this. I again asked where the nearest MTN DIrect store was as i would take the goods there myself on Saturday 17.02.2024! The V & A Waterfront was her response and that I was to get a IRMS number & phone it through and only then will my order be cancelled!!! WHAT?!?!?!?!? Now another story! I said what good is that becuase they are closed on Saturdays and not able to do so. She assured me that MOnday would be within the 10 working days! Again, i hope this was recorded and is listened to. Today, 16.02.2024, I wasted my petrol, wear and tear on my car, drove 45 minutes there and back and had to pay R20 for parking to returned the goods. At the store, a very nice gentleman serviced me, Wilfred, who informed me that I could have handed the goods in at any MTN Store - another story!!! He also informed me that they have so many complaints from customers bying on line and are often trying to sort messes out. I am LIVID to say the least!!!! I have been with MTN since their inception over 20 years ago and this is how they treat loyal customers?!!?!?!?!? IT IS UNACCEPTABLE!!!!!!!! I think I will be moving to another service provider, although it may be going from the devil to the deep blue sea. They are all alike!!!! We will see what happen on Monday when I call the number in. If they bill me for the new contact, i would appreciate a call from the CEO of MTN and not some clerk.