Horrid online order service

Ordered online on 6Oct, got a mail on the 8th saying it was sent and the expected delivery (at the Menlyn store) will be 9-14Oct and i will be notified. A few days after the 14th, i send an email to follow up, no reply, today (21Oct) i follow up on the chat service and am told it was only escalated today (due to some 24-48 working hours nonsense, the math doesn’t even make sense). I had to ask Fatima 3 times about the problem causing the delay before being told that the reason ‘is being investigated’. How are paid orders just being lost without any communication to the customer?! Horrid service!