Terrible service !!!!! Insaaf and team leaders !!!!

I placed 2 orders. 1 was delivered without a problem and the other (with the same address) was not due to an address discrepancy.

I called into the call center and was informed everything was on track with the delivery and I would receive it soon, only to get an email a few hours later to say my order was cancelled due to failed delivery attempts. No one attempted delivery. No one called.

I called to the call center again and was informed by Insaaf (extremely unhelpful with the MOST attitude), that there was nothing they could do - the order was cancelled. I refused to accept this, and asked for a call back with a solution. She said she would call back but there was no guarantee my order would be reinstated.

After a few hours, no one called back. I called into the call center again, and and was told that Insaaf was busy and that she would call me when she could. I asked to speak to a team leader who informed me that it was indeed their fault as the couriers cancelled my order instead of transferring it to a different branch. She guaranteed that I would receive a voucher so that I could repurchase the goods at the discounted price I had originally purchased it at.

Friday afternoon I called in again as I had still not received a voucher or a call back. I was informed that the voucher could take up to 48 hours to create?????? But once again, the team leader promised me that my items would be secured and that I would receive the refund in my wallet so that I could repurchase.

No feedback on Saturday at all.

Today i get a mail asking for my banking details from Insaaf.

I once again informed her that I requested the refund to my wallet, that I’m still waiting for the voucher to repurchase, and asked her to confirm that the items were still available.

Her response was that they can’t change the refund method???? She gave me a credit voucher - to the wrong value???? And told me that only 1 item I purchased was still available and while she is aware that I would was promised they would both be kept, there’s nothing they can do

This experience has been **********!!! Can someone fix this immediately and I am tired of being sent from pillar to post with empty promises and AWFUL service.

All my calls should be recorded.

PLEASE fix this and your terrible call center agents/team leaders.