Paid an order 3 months ago, still haven't received it.

I ordered from School and Leisure Claremont Branch. On the 17th of March I went to buy a tracksuit for my son who goes to Claremont Primary, they did not have a size 26 or 28 which I was looking for then I ended up taking a size 30 which I had to return because it was too big. The return was done on the 17th of April 2025, and I was told since I had already paid the full amount for the tracksuit that I will be put on the list of orders and should expect a call to say I must go and collect which may take a few weeks. I understood and waited, I started following up a month later and was told that no stock had been received until I decided to go personally to the store on the 21 June. Which was after the teacher had told me that every child that was waiting for their order in her class had received. Upon my arrival at the store I was told that they did receive the sizes I had opted for, but no one was aware of my order, and everything had been sold out again. I was promised that the manager would give me a call on the following Monday, which was the 23rd of June 2025, I waited for another 5 days for that call until I decided to phone the store again the 27th of June 2025. When I called, the Assistant Manager sounded like he was surprised to hear that the manager did not contact me and asked me to phone back later which I did.

When I spoke with the manager, she sounded nonchalant about the fact that she had not provided me with any feedback, let alone the fact that she had never taken time to call and explain to me what the progress of my order is. She insisted that it was the supplier’s fault that they have not received the size I had ordered since (which was obviously a lie). She said the supplier is not picking up any calls and is not in any position to give me a turnaround time as she needs to speak with the supplier on Monday morning the 30th of June. I still am awaiting feedback from the manager today in terms of what the turnaround time is going to be based on what the supplier has told her. I tried to call the store again today and I was told the manager is not in office from yesterday.

1. My son does not have a tracksuit for school when I paid for it on time and in full. 2. I am not being attended to as if this issue is minor. 3. I am not being prioritized let alone being valued. 4. I am not the only parent with this kind of problem; we are quite a number. 5. Is school and leisure always treating their customers in this unpleasant manner? 6. Is this ever going to be resolved and when or who do I need to speak to get attention? 7. Does this mean my son will still be wearing summer uniform in winter even when the school re-open on the 22 of July?

Regards

Frustrated mother /Customer