Terrible service delivery from New Balance ZA Online Store

Never could I have imagined that I would associate bad customer service with the New Balance brand. But this has been my recent experience with the online South African retailer😔. After making several enquiries as to why I have not received delivery of my purchase; mandating them to follow up with the courier( and not me as they requested)😳; turn over time being shocking🤨, receiving a response of the courier has been hijacked and my purchase cannot be traced😡. I find this hard to believe for several reasons. When I requested to escalate the matter to management I was refunded and the case was closed. Businesses such as these are built on the quality of their product and renowned customer service. Neither of which I have received. I wonder if management is aware of what is happening at customer service level. Are they even interested to know because it's impossible to speak to someone of authority. New Balance ZA you are letting the brand down. Instead of offering to replace the purchase or allow me to choose an alternative of similar value it almost feels like I have been given my money back to silence me and make me go away. This reeks of something stinky🧐. Be cautious when you purchase something online from New Balance ZA⚠️.