4 Day Delivery Debacle

We are disappointed in our recent experience. I ordered 6 chairs and a small item. Due to the size of the chairs we opted for delivery. Delivery was originally Mon 8 Aug. The schedule changed to 18 Aug. Then the delivery changed to 5 chairs on the 7th and 1 on the 18th. We waited at home the whole day on Sun 7th. By 5pm nothing. I get an sms "we couldn't deliver". I checked the app and it says "recipient wasn't available". I was home the whole day and had no phone call. I checked the suburb stated on the App and it said Morningside Manor. Wrong suburb. The delivery rescheduled for Monday 8th. We waited until 12. I then tried to phone. After multiple calls I managed to speak to an agent who assured me the delivery was out. By 5pm. Nothing. App shows the suburb as Edenburg. Wrong suburb. Rescheduled for Tuesday 9th. We tried to phone and were told the agent would speak to the branch and come back to me. I never heard back from that agent. By 4pm I was so frustrated. The App updated again to say recipient not available with the suburb as Gallo Manor- also not my suburb. I have multiple emails from unhelpful Ingrid and Kirsty. Copying and pasting the info on the App does not constitute as updating me and helping.

So today 10th, between work, I called multiple times. I have spoken to many agents but the ones that stand out are Astin and Revaunn. Thank you to Kevin and Xavier for also trying to help. Astin was amazing. He made contact with the branch instead of just sending emails and discovered that my order was not on the delivery truck!

Astin arranged with the branch to keep the items at the collection point for me to collect. After work I rushed to the collection point and discovered that someone, unbeknownst to the manager, had taken the items for delivery, after she set them aside for me to collect. She and I were shocked and angry. They phoned their driver and told him to wait at our address. We rushed back home from the collection point to meet the driver. We finally received our order after 4 days at 5.15pm.

I have wasted so much time on calls and waiting at home. We have also wasted petrol to and from the collection point.

We and our neighbours have received dozens of deliveries at our complex. The name and street number are prominent. There is no logical reason the drivers were in the incorrect suburbs.

For a company who specializes in deliveries it astounds me that the items were not on the delivery truck and it took 4 days to resolve this after unsuccessful deliveries to 3 incorrect suburbs.

Thank you again to the call centre today for answering calls and trying to help. Astin, thank you for following up and helping to finally resolve the debacle.

Takealot, you need to do better.