Totall incompetence and below standard customer service at V&A Waterfront Poetry store

Poetry V&A Waterfront's service is so appalling and distasteful. I called them today trying to follow up on an item which they had confirmed to have at the time and had promised to send out to Somerset mall Poetry which is closer to me and the one i mostly buy from. Only to find out when i spoke to Inga that it was indeed set aside and meant to sent out via IBT, and strangely bought by one of their staff members. She confirmed that there were no records showing that it was ever sent out, nor who made all this mishap as nothing was noted in their books. this is totally unacceptable and should never be tolerated by any Poetry customer. and had i not took it upon myself to follow up this, it means i would still be waiting for nothing. i called them a few times and the one sales lady just picks up and leave me waiting for time on end not even informing that Inga can't attend my call and rather asks for my number and return my call. I have been a loyal and frequent customer in most Poetry throughout South Africa as i travel a lot, and had never been subjected to such incompetence and unprofessionalism. I am still in disbelief. At this rate, i am even wondering how many customers have experienced this and were brave enough to speak up against such.