Poor Customer Experience/Service

Not sure if this is the right place to post, but I feel it should be noted. This is a PSA to all potential clients of Veldskoen Shoes or even just constructive criticism for the company. To start of, I am aware Black Friday has come and gone and that most companies have been inundated with orders - I get it - but I have noted that Veldskoen (in my experience) do not place high regard into the customer experience and customer satisfaction. I won a pair of Veldskoen golf shoes at a golf day 3 weeks ago. I emailed the contact person and asked how the process works. I was asked for my delivery address, shoe size and colour choice. After all of this I received a "Thank you for the info!" email. At this point I do not know what the ETA for delivery is, order number, etc. I had to send a follow up email with all of these questions. The response - 5 to 7 working days (this is fine, this is not the issue). At this point I still do not have an order number. 6 days later (4 business days), I ask again for an order number. My email was then forwarded to their Warehouse personnel - with no answer. The following day I sent a follow up email to gauge an ETA for my order (as this will be delivered to a specific address where I need to ensure that I am present to receive the order). During all of this I have tried to contact them via their WhatsApp number, all phone numbers connected to the various email addresses, on the number indicated on Google Business and I even sent them a direct message on Facebook (as they have indicated on previous people's comments regarding issues with their order) - to no avail. Eventually a day later I get a response from Warehouse staff that my shoe is being embossed and they should be receiving it back later that day. I was then told I can expect my order the following Tuesday with their driver. The Tuesday of the arrival I email staff to get an ETA for the arrival of the shoes - no response. I email later that day and call, where I eventually get a hold of a personnel member. They will track my order and email the tracking number for me - no response. I have now accepted that my order won't be delivered on this Tuesday (as they have indicated in their mails). The following Wednesday (today) morning I send another email (emails sent in total now is 10). I ask if I am dealing with the correct person for this order, maybe I must speak with the sponsors of the prize - I indicate all this in the email. I get a reply that there has been a delay with the embosser and they only received my shoes late Tuesday afternoon - my order will be delivered on Thursday. Come to have it, my shoes were delivered today (Wednesday) - I am not sure if this employee was not made aware of this (this happens, I get it) but the delivery was completed. The issue at hand - I love the shoes, they look great! However this entire experience left a very bad taste in my mouth regarding potentially buying more products from Veldskoen Shoes in future. I enjoy supporting local brands and I do not mind a later delivery than promised. Unfortunately, due to the lack of communication, lack of info and lack of "getting ahold of anyone" made this experience less than enjoyable. This whole situation could also possibly be due to me receiving these shoes for free? Maybe because I was not a paying customer I was not a priority? I don't know, I doubt it - but stranger things have happened. If you have come this far in my comment, let me just say - I have no issues with their product (they are amazing). I dislike their customer experience (that I received) and could have been a recurring customer if I was treated in a professional manner - or even just with better communication. In light of this being black November and all, I can take this entire experience with a grain of salt (they were very busy as was stated in their email) so my messages might have gotten lost in the masses. But just in case this is how they handle all customers, I would suggest they take a look into why this is and how they can improve the entire experience for clients. All problems could have been ignored from my side if they had responded to my emails and said: "Hey, listen. We are very busy due to Black Friday, your order might be a little late but we will keep you updated regarding this." "Apologies, your order is taking longer that expected at our embosser. I will contact you as soon as we receive your shoes." "Your order is on it's way. Expect delivery around 10am." This would have made sense to me and I would have gladly accepted this response. No hate, love your stuff. Maybe just take in this bit of criticism and try to build on this.