Unhelpful Customer Service & Poor Communication

I placed an order on the 2nd November to be collected in store. The website claims the orders placed for Click and Collect would be ready for collection within 5-7 working days. I got one email to say the order was shipped on the 5th November, and then no further communication.

I sent an email to customer care on the 12th November, asking for an update on my order since that was the 7th working day since my order was as placed. I got a reply on that day from a customer care agent saying they’d escalate with the courier and revert with feedback, which I never received. I then had to follow up again on the 13th November and received no response.

I sent another email asking for an update on the 14th November, which was the 9th working day since the order was placed, and again received no response. So I called the customer care line on the 15th November and spoke with another agent who was just as unhelpful. This agent advised me that the order was only shipped on the 5th November so I would need to wait 5-7 working days from the 5th, they repeatedly said this would exclude weekends and public holidays, which I was already well aware of.

If it would take 5-7 working days from the date the order is shipped and not the date the order was placed, this isn’t made very clear on the website or the tracking. Furthermore, it’s now the 15th November - 8 working days since it was shipped - and the order is yet to arrive at the store for collection. There was no communication regarding a delay, and I’ve had to get in touch with them on four occasions now for an update on my order.

The customer service is very poor and their communication is lacking to say the least. This was my first and last order with them.