Terrible Online Customer Service

I placed an order online on Wednesday 27 April for Woolworths general goods and some Premium Brand clothing items. To add to the convenience of Woolworths Online shopping, I selected my time slot for Saturday 30 April between 10pm and 1pm. Knowing that I could plan my day after that. Just after 10 on Sat, my parcel was delivered. It would have been great if it wasn't for the huge box with only 3 out of the 8 items in it. I immediately phoned the Online Customer Services and spoke to Sylvia who was very friendly. She informed me that the Premium Brand items (in this case, the clothing items) came from the V&A store whereas general items come from Cavendish, so there would be a second parcel delivered that day. Although it is ridiculous that everything can't be sent to one location and shipped to the customer from there as one complete order, I didn't mind and was happy with the feedback. 1pm came and went and I still had no 2nd parcel. I phoned again,this time speaking to Thabo who said he'd phone the courier company. He did, only to follow up on the parcel that was already delivered. Unlike Sylvia, Thabo couldn't even pick up that there were meant to be 2 separate parcels under the one order number. He said he will investigate. At this time I received an e-mail from Megan Deminck who wrote that I would not be receiving a certain clothing item because it was out of stock. I already knew this, as I was contacted by a Namhla Devison Friday who notified me and asked whether it was fine that they leave it off the order. I agreed to this just after 12pm on Friday and did not give it a second thought. I rep**** to Megan's e-mail and asked her to please look in to where the parcel is as Thabo has no clue. She phoned me about 20mins later to say that she spoke to the store and nothing was actioned because I did not give instructions regarding the out of stock item. Besides really being frustrated by this, I told her about my conversation with Namhla the previous day. Megan then said she would escalate this (I doubt that she did) and that the parcel was now with the courier and I would receive it just after 2pm. At 3:55pm, I still had no parcel. I phoned Customer Services AGAIN and spoke to a Natascha. She said she would check where the parcel is. All she did was ask Megan and said Megan confirmed it would be with me before 5pm. This is not what she told me. Just after 2pm is not the same as between 2pm and 5pm. Natascha said she would find out who the driver is and then call me back to say when I can expect him. At 4:45pm I still had no parcel and no phone call from Natascha. So, I phoned AGAIN. This time it was Thabo again, who proceeded to tell me that he spoke to me before (after 1pm when I should have had the parcel) and said that they would investigate the order. I said it to him that he was at least 5 steps back already because the parcel is on its way according to 2 of his colleagues. He asked me to hold the line, and never cam back again. Online Customer Services close at 5pm, at this point it was 5:55pm, so I phoned again. A guy answered, I couldn't even get his name because I was so angry at this point. He said he would find out. Came back, saying the parcel WAS NEVER DISPATCHED FROM THE STORE. He continued to say that the store manager from V&A would phone me and arrange delivery. I asked him to give me the details of a manager for customer services that I could complain to. He said he'd e-mail the details to me and e-mail the details of the case to the manager who would be back on Monday (strange seeing as Monday is a public holiday). He never sent me the details and I am sure, he never sent the case details to the manager. Hence the reason for my Hello Peter rant. About 10mins later, the store manager, Zulfa phoned me. I'm not sure if I have her name and the spelling of it correct, so I apologise if it's wrong. She said that on her records the parcel was dispatched on Friday already. I felt so deflated at this. Who was lying and for what reason? She said that when the parcel leaves the store with the courier, it becomes the responsibility of the company, but she will get a hold of the courier company and find out what is going on. She phoned me back about 30mins later to say that the couriers had lost paperwork and could not deliver the parcel. As they don't work on Sundays or Public Holidays, I would only receive the parcel on Tuesday 3 May. Why does it take one phone call from a store manager to find this out? 5 people from Online Customer Service and an entire day wasted and not one could get me that kind of information but insisted to give me the run around instead. Zulfa said that I can phone her personally if I have not received the parcel on Tuesday and she will handle it until I have it in my hands. THAT is customer service. She was not only helpful, but incredibly sweet and friendly. Although, I don't have a parcel yet, I know there is at least one competent person available to help. What is the point of selecting a delivery slot, if the parcel doesn't arrive in that time? I wasted an entire day waiting and sitting on the phone with the most *********** people who refused to be of any real help. There is a reason why people choose online shopping, and it does not include inconvenience or having to spend a day trying to find a missing parcel yourself. Even if items are from different brands, why can everything not be put together at one location and then distributed to the customer? It is not the customer's issue that orders are split or even that info is not handed over properly between departments. Do the Online guys not make notes of when they have spoken to you and what the outcome was so that the next guy can be completely up to speed? Inconvenience doesn't even begin to cover how frustrated and disappointed I am in Woolworths Online.