Worst customer service ever!!

To whom it may concern:

I made a online purchase p*** on 24 November and opted for the collection point at The Fix Westgate Mall as I couldn't choose delivery option because i knew we will not be home.

As my husband works on the road and able to collect it as he can quickly pop into the mall..I then asked my husband to collect on 27 Nov 2020 as it was ready, gave him my ID and otp number and he had his ID. The cashier then advise he can't collect I need to come myself I then called my husband and asked to speak to the manager..even after speaking to the manager who's name i didn't get at the time and giving her all my details over the phone she still insisted that my husband can't collect as advised by their Area manager on 26 Nov 2020 due to them giving wrong packages away and I said I never had this problem before he always collect as I am working from home mostly and high risk for getting the virus hence I shop online.

The Manager, Tracy called me on 27 Nov at 11:30 to advise its fine my husband can collect after speaking to her Area Manager who authorized it but now my husband already left the shop and won't go back to collect. Why Only after my husband left they called the area manager to get authorisation? Couldn't they do that while he was in the shop?

I am disappointed in the service I received as I am a regular customer of TFG and always make payments on time. I will never shop at The Fix Westgate mall.. Staff had a attitude as well which in return resulted in my husband raising his voice. I'm sure as a manager you can immediately know when it's a legit customer or not why would a customer go through the lengths of calling the store.

I am now trying to cancel the order as I am unable to collect and my husband refuses to go back due to being humiliated Infront of other customers. Its now been 8 days since i logged my complaint with customers service via but the only response i got was a reference number..I tried calling for two days in a row now but never get through to a consultant after being on hold for 20mins..can you please assist me in getting this escalated as i am now out of options..*** Many Thanks, Ashura