Worst customer service from Fourways mall and poor online collection process

I am writing to express my dissatisfaction regarding the experience I had following my recent online order:

I placed my online order on 5 March 2026 and received an email confirmation indicating that the order would be delivered within 5–7 working days. However, on 10 March, I received my first notification indicating that my order had arrived for collection, only to discover that only one of the five items I had ordered was available.

While I understand that items may be sourced from different retail stores, it would have been helpful to receive a clear notification specifying that only one item had arrived, rather than the impression that the full order was ready. This would have allowed me, as your customer, to wait until the entire order had arrived before making the trip to the store.

When I later received another notification indicating that my order had arrived, I assumed that the remaining items were ready for collection. Unfortunately, during this visit I had forgotten my ID document and was informed that I could not collect the order without it. This situation was particularly frustrating because during my first visit, I had my ID and order details, yet I only left with one item and was not advised about the remainder of the order.

As a result, I had to return home without the rest of my order to retrieve my ID to comply with the collection requirements. From a customer perspective, this felt inconsistent and unnecessarily inconvenient. I believe this is not the type of service experience your customers would expect.

I also had a certified copy of my ID, which was issued less than two months ago, but this was unfortunately not accepted. This raises additional concerns for me. For instance, if a customer were to lose their ID while waiting for an order, they would potentially be unable to collect their purchase until a replacement ID is issued by Home Affairs, which could take 4–8 weeks.

I am really taken back and very unhappy with how all this unfolded.