PnP Clothing Online shopping: Poor Customer care

On the 31st of May 2023 (Wednesday), I placed an order on the PnP clothing website.

I had to do two separate orders because I was sending parcels to two different locations (Johannesburg and Durban).

When I did the first order (Johannesburg order), I punched the address, intended for. However, the system/website saved it as my default. Therefore, when I was placing the second order (Durban order), the system/website kept refusing to save the new address I entered.

I kept on trying to delete the other "defaulted" address, but their system did not delete it.

I then placed a call, on that same day, and spoke to an agent by the name of Adrian Louw, and explained the issue. Because of our bad line, he sent me an email to email him back the correct addresses for the shipment and billing addresses.

After emailing him the addresses, he did not respond back to my email. So, I decided to call the call center again, just to find out if they received my email. Then I was assisted by another agent (Nicole Fisher), who informed me that she could see the email I sent with the addresses and that their team will send this information to the courier company. I further informed her that I had not received a tracking number, and she stated that customers only receive one after 24 hours of purchase.

The next day went by (02 June 2023 - Friday), and no tracking number was received. Because of this silence, I decided to go to the nearest PnP clothing store, where I explained my situation. They informed me that they could not assist me, since it was an online shopping purchase, of which I then asked if I could at least use their landline to contact customer care. To my surprise, I had the very same Adrian Louw as the agent who picked up my line, and he then informed me that he suspects that at least one of the orders placed was delivered to the first address, and will do a follow-up on the second order, and contact me that very same day.

The person I sent the first order to informed us on Saturday (3 June 2023) that she received all the parcels I had ordered. This now meant I had to personally go collect the second order at the first address, and have to now courier the second order myself. This cost me an additional R220 just to courier the second order, as I had to now courier the second parcel myself, after already spending R4489.76 online shopping.

Only on the 5th of June, 2023 (Monday) does Adrian decide to then send me information that my parcels were all delivered under one address, and only then decided to send me a tracking link. All he could say after is that "... He apologizes for the inconvenience...". No accountability was taken on PnP's side, regarding their website which does not allow a customer to add and save a new address, for each new order.

My PnP Clothing website still has the first address I sent the parcel, even after several "delete" attempts. I am so appalled at how they handled this situation, such poor communication on the customer care end.