Bad admin and service delivery

On 13 Nov 2018 an order was placed and paid for. Proof of the order and order number sent to ********** which is the details as per order instruction. Delivery date is 7 days later on 20th Nov 2018.

I call in on the 20th Nov and I am advised that my order is still pending. I am requested to resend the proof of payment.

Agent (****r) provided me with is email address after chatting to his supervisor of which I then send the initial email I sent a week earlier with the details. Considering the fact that this is now urgent , I request 'Please can delivery be made this morning as I expected it to be since I placed the order a week in advance. Should the order not be delivered by 1pm today then please cancel the order and provide me a refund.' I receive no response and followup 2 hours later.

I call in by 12pm and agent (Lesiba) takes my call. I explain my problem and she also chats to the supervisor. She then confirms that the order will go out later in the day as it is currently been attended to. I agree, but also tell her that if the order does not go out then please cancel and provide a refund. She agrees.

The order does not get sent out. It is also then not cancelled and refunded, but sent out the following morning.

What is the point of sending out an order on the day it’s not supposed to be sent out as the occasion was the previous day so it becomes pointless as I had to make other plans for the occasion.

The service you provide is supposed to be flawless since the website gaurantees 100% satisfaction, and since there was more than sufficient time to get the order ready.

I have been a member for more than 10 years and ordered many times. I have also received this kind of service many times.

If this is the kind of service the company provides then it will definitely lose plenty business. Maybe it already has.

So much for providing a personalised touch for any occasion.