*********** service

We placed an order for the black friday special on 24 November 2022. First, the order did not appear on my profile. Then when we called we were told that there is a problem with the system it will update shortly. We placed another order and it was updated immediately. Payments for both orders were made and invoices were sent. 25 November 2022 still only 1 order showed and indicated that it had been handed over to the courier. We called again to find out what is the latest on the first order and were told that it has also been handed over to the courier. 29 November 2022 the second order was delivered yet still no news about our first order. 30 November 2022 we logged a ticket (#412088) for the order. We received a follow up email indicating that "... our delivery team will be in touch when the driver is coming to collect the items and I will make a follow up on your behalf." 01 December 2022 I received an email indicating that the ticket has been resolved and we should rate the service. When the call centre was called again the call centre agent informed us that they can not locate our order therefore they must give us a refund. It was indicated that the order was captured incorrectly by one of The Foschini Group people. That was the reason that the order was not delivered and that is why they are doing a refund. Why did we have to follow up only to find out that they made a mistake? We placed an order and were only updated about the invoice.