Online shopping failure

<p>I am a regular and loyal user of the Woolworths online shopping platform. Except for the odd grocery item being missing from the order on delivery, which Woolworths in all instances rectified immediately, I’ve never had a negative experience.<br /> <br />Recently I ordered clothing items intended as Christmas gifts and it was delivered on Friday, 9 December 2016. Upon opening the delivery I discovered that the one item ordered, a girls pyjama set consisting of a t-shirt and shorts, was missing the shorts. I phoned the Woolworths online shopping call centre at 17:23 advising of the missing item, that the items ordered were intended as gifts, that I will depart on holiday the following week and I was given an undertaking that the shorts would be delivered on Monday, 12 December 2016. Nothing was forthcoming on Monday and I again contacted your call centre on Tuesday, 13 December 2016 at 9:00 and the agent, Sydlene advised that she would phone me back with feedback. This did not happen. I called again at 14:53 and spoke to Thabo. Thabo undertook to phone me back, which he did and he advised that Woolworths is still following up and that Sydlene would phone me. This again did not happen. I phoned the call centre again on Wednesday, 14 December 2016 and was given an undertaking that Sydlene would phone me back. This again did not happen. I then turned to e-mail on Thursday, 14 December 2016 at 4:46 providing the order number, the product number and the sequence of events, advising that I had no feedback and stressing the urgency of resolution, considering the item missing is a gift and I am departing on holiday shortly. I did not receive a response and phoned the call centre at 14:53. The agent, Meagan, advised that the matter was referred to the warehouse from where the order was dispatched but that no feedback had been received as yet. I gave her the details of the previous undertakings given to me and she advised that they have a turnaround time of a week. I advised her that none of the individuals dealt with previously advised me of such a timeframe, in fact I was advised the problem would be rectified by Monday, 12 December 2016. I asked for the matter to be escalated – I was placed on hold for 10 minutes to be told management is not available but Mario would phone me back in 15 minutes. This has not happened. <br /> <br />My problem remains unresolved. Is there somebody at Woolworths that can assist with a solution? Is there somebody that can keep to the undertakings given to phone me back? This experience has not been in line with the usual Woolworths experience of excellence.</p>