Dropping the ball on customer service and feedback.

What an awful experience. I ordered 2 products on 31 May 2023. Both of which we're in stock in Joburg and were eligible for next day delivery. I opted for a delivery on 2 June 2023. Then when I had no feedback to let me know that the delivery is out with the drivers, I called the call centre to find out what was happening, a call centre operator named Jonah stated that he could see on his side that the order was already out for delivery, but there was just an error on the website that wasn't updating the order status. Jonah said that he would open a ticket and get back to me with answers once he had phoned the depot closest to me.

I followed up an hour later to find out what the updated status was, and am yet (3 hours later) to receive a response. I then got an SMS stating that my delivery had been scheduled for 3 June 2023. I logged into the site to see that the one item was scheduled for tomorrow (despite requesting delivery today), and the other product has been rescheduled for a whole week later from today. This despite me checking and ensuring that there was stock in Joburg.

I phoned the call centre again to find out why my delivery is being handled so badly, I spoke to a lady who said she was putting me on hold to phone the depot and find out what the status of my delivery is and to ensure that it gets delivered today. I was on hold for about 3 mins (not too bad) and was taken off hold. She started explaining what the depot had said when the call just mysteriously went completely quiet. I waited another 3 minutes in total silence before dropping the call on my side.

I then called in a third time with yet another call centre agent who said she would try to phone them, but the depot in question is known for not answering their phones and she can not guarantee feedback, and she would then have to email them. I eventually asked to speak to one of the managers on duty in the hopes of being able to move this process along, and to actually get some tangible answers. I was told by this agent that the managers do not have access to phones, so she can't transfer the call, and that a manager would have to come to her laptop to speak to me, which she could not do for reasons unknown.

I then asked her to put me on hold while she phoned the depot so that I could get an answer a bit sooner, which was met with "I can't make another call while I am on the phone with you" - this despite the previous agent having no issues doing the same.

This is really not the way to treat your customers. I am so disappointed in this, and still do not actually know what is going on with my order and deliver.