Utter Poor Service

I placed an order on 12 April. The 13th I received an SMS to say the package is on its way. I am used to speedy delivery when ordering online so I was very happy to see that.

On the 19th I followed up as I did not receive my package yet. I phoned the call centre and was advised that they will follow up and call me back.

On 21 April I called again and spoke to Ruth who advised she will follow up and call me back within 30min. She sent an email within 30min and advised that the courier department will deliver the package on Saturday the 22nd. They will contact me prior.

On 24 April I emailed Ruth and advised I have yet to receive any kind of response. She advised they are waiting for a response from the courier department and revert back.

On 25 April I emailed again and then phoned as I was having no joy from the email responses. Surprise-they are STILL waiting for a response from the courier department. I told Ruth that this is not on. I am paying for something I have not received yet.

Then at last I was told that the package got lost. So I said just fix it. Send me a replacement. I don't want a refund I just want the items i ordered.

On 26 April I received a new tracking number. Great relief because surely now I will receive my package soon.

I had to call the centre again as I could not trace it and was advised it was not scanned yet and with the courier department.

28 April, I emailed again to enquire when I will be able to track it-still not response.

I am so, so unhappy with this whole experience. Surely the service can not be this bad.

It is so simple, apart from the public holidays I should be able to track the package and have at least an ETA, but nothing and the communication is slow and poor.

Can someone, anyone just please speak to me and give me answers. Where is my (replacement) package and when will I have it?