Pathetic Service from PnP Online

I ordered online on a Thursday for pick up at Mulberton the following Saturday and my wife was refused the order since it had been "placed on hold" because of problems with a previous order. So told to wait for Monday. Meanwhile, my twin babies didn't have formula and were running out of diapers.

Wifey couldn't pick up the order from Mulberton during the week as she works in Rosebank, so asked that they transfer the order to Norwood for pick up there, was told they couldn't do it, asked that they give me a store credit so that I could place a new order, was told that they couldn't do that as well, asked for a refund...refund processed on 20 July and am still waiting (9 August now).

I stay in Sydney, have had to call PnP 4 times (average cost per call is AUD20) only to be told that the issue was escalated. Asked that I speak to the person where my issue was escalated to, and was told that I can't. Asked them since they can't do anything from the options I have tried to pursue, what can they do...told that they can't do anything.

Pathetic really. Why sell online when your processes are not optimized for online shopping? Ask Dichem how it's done, I have never had problem ordering online and picking from any of their stores. I can easily change stores and pick up at a store that is convenient for me.