Poor Customer Experience and lack of Leadership

I had an order that was due to be delivered on Wednesday 11/10/2017 but it didn't arrive. On the day, I followed up twice with Superbalist chat advisors. The first one assured me that the order will be delivered before 5pm after I had not received confirmation that my order had been dispatched. Considering that I'm very fami**** the delivery process, I had an inclination that something is not right but nonetheless I trusted what I was being advised. Later in the day around 16h30 I followed up once again because the latest the delivery time was 17h00. I spoke with a very disinterested and unhelpful chat advisor who basically told me that she cannot trace my order and that all she knows is that the order is currently with a delivery company so I must just wait. There was no sense of concern or urgency from her part to resolve the issue or any empathy expressed which are basic requisites of any call centre advisors. The day ended with no delivery. On Thursday 12/10/2017 around 1pm I once again made contact with Superbalist as my order had still not arrived with no communication received from Superbalist or the courier company. The advisor told me that my order has been dispatched but could not tell me if my order will be delivered today. More to this he told me that with standard delivery which I had chosen I should wait 3-5 working days for any delivery to be made. Naturally I knew this was absolute nonsense and the previous 2 advisors did not tell me this and more importantly the specific delivery day gets confirmed once the order in placed. I then asked to speak with a manager as it was clear the advisor was incapable of assisting me any further. George (the advisor) advised me that there was no manager available as they all conveniently in a meeting and he could not tell me when they will be available. He took my number and advised that he will get his manager to call me back before the end of day. The day ended with no manager call back. I once again followed up today 13/10/2017 as i'm still waiting for a manager to get back to me but no one has bothered to call me even after Lungiswa assured me that a manager will call me back shortly.

I am extremely livid of the poor customer experience. It has been appalling and what's worst is that i don't think I'd want to use your service again due to this experience.

All I wanted was an explanation on where my order is and actions on how the poor service will be dealt with. Yet I have received a call back as requested and no one has bothered to get back to me after I have paid for a service.