Totalsports Mall of Africa - Shockingly disappointing customer service or lack thereof

My experience with Totalsports Mall of Africa has been shockingly disappointing, extremely discourteous to the customer and with absolute no respect or regard for the customer's time. I went in with my family initially on the 31st of December and the sales staff seemed more interested in socializing then being alert to customers walking in and needing help. After enquiring about a type of shoe I was immediately informed they don't have but when I went to look for myself there was one on the shelf and only then was it pointed out. My mum needed a bigger size which they didn't have and having to ask for them to get it from another branch seemed like an inconvenience ask and eventually I was given a book to write my details and was informed by Katlego that I would get a call when it was in the store. With no call received for almost two weeks, I went in there on the 14th of January to follow up. Katlego was not in, nor did he put sufficient details (sku etc) to allow anyone else to seamlessly pick up. To find my details and prove that I did in fact make a request was a mission on its own as there is no order in the book, extremely disorganized and I can understand how this can be monitored to check if these are being actively followed up and resolved. After finally picking up the details, which didn't prove helpful, Prudence tried to call Katlego to get details and informed me that he had requested it from another branch but they didn't deliver. I find this hard to believe due to my experience received and the lack of proactiveness and professionalism I had witnessed previously. Nevertheless, Prudence informed me that Katlego would go and pick it up from another branch and bring it to Mall of Africa the same day. I was willing to give them the benefit of the doubt but still skeptical that they would deliver on what they said they would. I indicated I would come to pick it up the next day, 15th January and was told they needed to check something on the system but the system was too slow. As I was already there for a long time, I couldn't wait any longer and requested for them to call me if anything changes. Ntokoza assured me they would call me that day. As expected, there was no call received. I went in again the next day hoping it would be a seamless pay and pick up and once again it started from scratch. The staff referred me to the manager Mapaseka, who called Katlego and was informed that he didn't get around to picking it up the day before and it was from Centurion. She asked for an opportunity to check if they had the item in store and I said I needed to go to one more store and they could call me as a lot of my time had now been wasted. Had it not been a purchase for my mum , I would have not wasted an additional minute on such a store which showed nothing but poor service from the day I walked in. In any event I was called (what a shocker) from Mapaseka, only to be informed that the shoe was in a Midrand store and one of the staff members would pick it up. I asked how long as I had an appointment to get to and could not wait longer. I got another call to indicate that the person fetching it would not make it back on time. If it was in Midrand, I don't understand why this could not have been done a day or a week earlier. If the branch didn't deliver on time, surely there should have been follow up and an update to the customer. It almost feels as if making sales is not the objective of the store and customer service is an unknown concept. I would urge Totalsports to test this themselves, observe for themselves and draw their own conclusions.