Worst assistance received in store for and online order

Hi, I had my first online shopping experience with PNP online and it good of gone better. I received a call from a call centre agent on Friday 6/12/2019, to inform me that the order might not be delivered today but they will deliver the saturday the 7th. I informed the agent that I used my work address to receive the delivery and that I do not work weekends, I raised concern around someone else signing for the parcel in my absence. I enquired if I would be able to collect the item at a click 'n collect hub (ottery hyper) the agent told me this would be fine and that arrangements would be made for this, upon consulting with their managers. It was then agreed that I could collect the item after 12pm on the 7th at the ottery hyper PnP. Prior to arriving at the PnP Ottery I called to enquire if the necessary communication took place between the warehouse and the shop (PnP), apart from being transferred from pillar to post and having to explain the same story over and over, the assistance from the online agent at PnP Hyper was putrid, Adeelah, she provided no solution or direction or way forward, all she told me was information I already knew, that Ottery was a hub for click n collect and that the items are picked at the warehouse in Brackenfell, she asked me to contact the warehouse however without providing a number, I then commented on her service provided to me and asked her that if this was for a customer from an affluent branch of PnP she would probably provide better service than what she displayed with me, she eventually left the phone off the hook and went on with whatever it is she was doing, she did not even have the decency to drop the call as everything was heard telephonically. I then called the contact centre who confirmed that arrangements were made to collect at Ottery however there was no one available to confirm that this has been communicated to the Ottery branch. I then opted to go to Ottery to try to resolve the matter. I approached the helpdesk where a manager, who also neglected to inform me of his name, said he would call the warehouse and the ref person he chats to to find out what is what, this manager could also not give me an ETA or a way forward all he said was that he was going to contact me, which never happened, and this speaks to why your floor staff how no way of dealing with customers. After reaching my threshold as now I was being sent up and down in the store from one point to the next, like someone who works and gets paid by PnP to make enquiry about my online order. All HOD's and the Branch manager were more caught up in the car draw taking place then providing any guidance or assistance to their staff members who were clearly out of their element and job spec. This resulted in me 'losing my cool' as it reached a point where no one knew anything, the I don't know mentality appeared, and that's when I lost it and returned to the customer desk to ask for the contact and email details to lay a formal complaint. While being assisted by the Michaela Phillips with the details, Ms. Norma (Clothing manager) approached me to inform me that my order had just arrived to my heartfelt joy, as this was the worst interaction I have ever had with online shopping and not what I expected from PnP. Despite all the drama this was resolved by the "normal, small salary-staff" members who really went the extra mile to assist me. I would like to commend the following Ottery Hyper PnP staff members for the FANTASTIC service I received, not only were they able to remain calm and respectful while I was losing my s#*! but they also went the extra mile by providing me with a way forward on what to expect. PLEASE COMMEND THE FOLLOWING STAFF MEMBERS FOR THE GREAT SERVICE MICHAELA PHILLIPS (customer service desk); DEAN AMBER ROSE (till supervisor); MISS NORMA (clothing manager); NICHOLAS (uncertain of his role and surname). They all proved valuable assets to have within the PnP organization as such staff elevate the entire shopping experience especially within these trying times. THE FOLLOWING MANAGEMENT STAFF WERE NOT AVAILABLE AND WERE TO PROUD/BUSY BEING ON STAGE TO ASSIST LITTLE OLD ME, NAMELY your branch manager Gamieda and the the MANAGER IN CHARGE OF ONLINE ORDERS VENDRY VAN WYK, who never appear to be available for a customer query even when it directly relates to the department they manager. So please I salute your managers for being to lazy to do their job and have no consideration for the small fries who have to do the job of a manager but don't get monetary incentive for going above and beyond even what their job spec entails. Thank you for taking the time to read my complaint, I have had a few bad experiences with PnP in the past however nothing tends to come of it, so we'll see what comes of this one. I will also be adding this complaint to hellopeter.com. As a manager myself this level of interaction received is not acceptable and putrid for the retail sector. As i usually say if you don't like you job then quit but afford someone else who will respect and look after their job the opportunity to. Most people who earn the smallest salary would likely deliver the best service to their customers, Why, because they are Proud of what they do and they Hold Themselves to a Higher standard than the rest.