Woolworths Online Pathetic Service

I bought items on the Woolies website on one of their Black Friday promotions on the 23rd of October and opted for my delivery to be made on the 27th of October. (order number: o***)

The delivery wasn't made by the 27th and by the 3rd of November, a week later than the scheduled delivery date, I phoned the Woolies online customer care team to find out when my order will be delivered. Upon speaking to an agent, I was advised that the courier company does not know where my package is and that I would receive feedback on the expected delivery date. I was contacted by an agent who told me that the courier company was having system issues and could not locate my package because of that reason (but I was not told when I could expect my delivery).

I phoned Woolies back on the 4th of November, only to hear this time that between the Woolies warehouse and the courier they don't know where my order is. I was told by the agent that they will phone me back and they never phoned back.

On the 5th of November I phoned again just to be told that the package is still at the Woolies warehouse and they're it sure when it will be collected by the courier. I asked for the matter to be escalated - which did absolutely nothing about the shocking level of communication from Woolies customer care.

On the 6th of November I phoned them AGAIN (since Woolies made no attempts to follow up on the escalation) and asked the agent to once again escalate the matter because the package still hasn't arrived just to once again be told that the package is still at the Woolies warehouse in Jhb.

On the 10th of November (TWO WEEKS AFTER THE SCHEDULED DELIVERY DATE) I once again phoned to hear when the package will be delivered and to escalate the matter. The agent responded by saying that she was going to rather ask her manager to escalate the matter because it won't help to escalate the matter to the courier again. She ensured me that her manager will contact me regarding the matter shortly. I have yet to receive any communication from them.

I'm honestly so fed up with the pathetic communication and complete lack of customer care and problem resolution from Woolworths' side. Why must I constantly phone to hear what's happening with the package I paid for( two weeks after it was supposed to be delivered)?. Not once did I receive a call from Woolies OR the courier to tell me that they are busy trying to resolve the issue or to give me an update of any kind.