Atrocious Service

Yet another disappointing service received from the SA post office in Braamfontein ,I filled in an enquiry form on the 24/07/2019 i was being assisted by Sheila who enquired about the item being insured which i answered no, it was not because on the Dressinn website it does not give me an option to insure the item. i requested her to provide me with a turn around time for the once the form has been sent to the relevant department but till 01/08/2019 i have not had a call from her. Today 01/08/2019 i called to find out what is the turn around time and Sheila states she does not know a, i requested her to find out as per the request done on the 24/07/2019 and she states she to busy and it is busy at their branch because of the pensioners, will find out wen she has time, i had to get irate with her for her to do as i request and mind you i waited for 4 working days just to get a turn around time for the investigation. Sheila just called me back now and states that i have to wait till Monday as they are busy with the matter will provide with a case number. I honestly dont know what else to do , i dont want a refund , i want the item i bought and the SA post office is taking their own sweet time to priorities my query and they are the ones that lost my item. i need this to be prioritised and sorted ASAP.