Online Con Store

Interesting to note that there is no review option this page. Perhaps they are worried about the shocking reviews they may receive. For example, I ordered shoes for my 5 year old daughter on Sunday, 10 June, to arrive on or before Eid, because she refused all other shoes she had seen in physical stores. On placing the order, the website that the item would be delivered within 3 - 5 working days. We requested that the shoes be delivered in Jhb, given that we were spending Eid there (we now live in Durban). Friday the 15th of June (Eid day) arrived and no delivery was made. On contacting Zando, we were advised that the item would be delivered on Monday (when we were due to be back in Durban). We asked for the delivery address to be changed and this was agreed to by the agent. On Monday, 18 June, I received an sms that the order was out for delivery on that day and when I logged on to the App to track it, the delivery address was Durban. Today is exactly THIRTEEN (13) working days since we placed and paid for the order. Today my wife called (at 13:20) to enquire about the status of the order. After waiting +/- 20 minutes 56 seconds for someone to answer the call (say 13.41), the agent checked the status on the system and advised that the courier noted that the delivery was cancelled. My wife asked for more information as we did not cancel the order and she asked for details of the courier company in order for her to contact them directly. She was informed that the courier company was 'internal' and that the relevant people were contacted to determine why the delivery was cancelled. The call centre agent agreed that she would either call back or email with an update. At 14.00 an email was sent to me noting that the order was cancelled. At 14.08, I was sent an email thanking me for my 'return' (received at their warehouse from their courier 'partner') and that the goods would be inspected to ensure they were saleable before refunding me. Can somebody please explain what happened? I just want what I paid for. No wonder my wife always shops on Spree or Superbalist - we have NEVER received such appalling service from any other online store. Even Next in the UK manages to deliver to SA within 3 - 4 workings. Really Zando?