*** service

Good day

I am beyond disappointed with the service I received with my last order. I placed an order on 27 November 2017 and delivery was promised on Monday 4 December between 14:00 and 17:00. Monday morning, 4 December, I received a call from your call centre informing me that the advent calendars I had purchased was out of stock. She didn't offer any alternatives or any way the situation could be remedied. I was upset, naturally, as this is the one thing that I had looked forward to receiving. I asked her if any of your other branches had any stock and she then informed me that all stock was sold out over the weekend. I insisted that I saw some at the Zevenwacht Mall branch and asked her to send the rest of the order while she looks for the advent calendars and to get back to me.

Later that morning, I received a call from Nushaad (or Nieshaad), informing me that the courier doesn't deliver to my home address in Forest Heights and that I need to cancel my order. I was disappointed and starting to get a little irritated with the whole situation. Luckily, I was able to give my sister's address for the delivery, which is in Tuscany Glen. A half hour later, she calls me again to tell me that the courier says he doesn't deliver to Tuscany Glen and that she'll cancel my order. I told her that that is impossible as per your online Delivery Areas, Tuscany Glen is listed there. She sighed as if irritated with me and told me she'll find out and get back to me.

When she eventually called back, it was only to inform me that my order had gone to the wrong procurement centre. It had gone to Canal Walk, instead of Tygervalley. I asked what the next step was. Only to be told that the order won't be able to make it to me by that afternoon. She even had the audacity to ask me if I could go to Canal Walk to collect my "ONLINE ORDER". When I told her that I NEEDED the order for that day, she didn't seem at all remorseful for YOUR error and that she's "Sorry my Angel". ***?!?!? How professional is it to call a customer your angel?

I didn't want to cancel my order but realised that I had no choice now. I was at Zevenwacht Mall at that time and asked her if there is any way she could refund my money to be available immediately. Knowing I was pushing my luck. She obviously informed me that that was impossible, yet made no other recommendations. I asked her if she can't call the store to give me a voucher to the value of my order, being R559.94. She told me that she wouldn't be able to help me. When I asked if I can speak to someone else, a manager or supervisor, she asked me to hold on. When the call was answered again, she let me know that her colleague will be sending me 2 x R200 voucher codes in an sms that I have to redeem at the customer services. Still waiting to speak to a manager or supervisor.

I hung around the store for 20 minutes waiting for the codes to come through, and nothing. When I eventually left (because I couldn't spend my entire afternoon browsing through that tiny store), she then called again to say that the codes have been sent but by then it was too late. I thanked her and was again called her angel. I asked about the Christmas Top and Shorts set and what the status of that was. She told me that order will go through and will be delivered between 14:00 and 17:00.

The clothing I ordered only came the day after it was supposed to be delivered. And the courier could only say that because of the festive season, they are swamped and orders are delayed. No communication was received that my order will be delayed. I sent an email to your customer services and received an email stating that someone will respond soonest. After, yet again, no communication, I sent another email and received the same email response. It's been 5 days since my first email and still nothing from you people.

To say I am disappointed is an understatement. This is the worst service I've ever received from any online store. Firstly, if an order is placed online, the items are immediately removed from available stock, thus eliminating disappointing customers because they were overzealous with taking people's money for ****. Second, when I was in Zevenwacht Mall, I saw about 20 advent calendars that apparently ALL your stores had sold out on. Thirdly, I love how your online call centre expected me to correct their error by asking to me collect my order.

I really needed those items on the day it was supposed to be delivered and had to disappoint not only my children but people who I was going to gift the other items to. I need to know how this will be remedied by you.

To date, I have received no communication from the relevant department. And I've been double deducted for the transaction.

Regards Kim Muller