Absolutely disgusting and distasteful customer experience which is highly regrettable

Headline: Pathetic service and broken promises – Where are my groceries, Makro?I am deeply disgusted by the absolute lack of professionalism, broken promises, and terrible communication from Makro and their delivery partner, Value Express.On Friday, 21 August, I placed an online order for essential groceries that I needed urgently. I received a notification from Value Express confirming that my order would be delivered by Sunday. Sunday came and went with absolutely no delivery. Despite my immediate regret—having been disappointed by Makro’s late deliveries and poor communication in the past—I remained calm and gave them the benefit of the doubt.On Monday, I followed up. Customer service assured me the order would arrive that exact day. I also emailed a formal complaint to customer service, only to receive a generic, empty apology letter that offered zero actual solutions or updates. Monday passed. No delivery. Tuesday passed. Still nothing.On Wednesday, my husband contacted them again. He was told the order was actively "out for delivery". It is now 6:00 AM on Thursday morning—nearly a week after placing my order—and my groceries have still not arrived.Makro expects upfront payment but feels entirely comfortable leaving customers stranded without food, lying about delivery statuses, and offering copy-paste apologies. I want my order delivered immediately, or a full refund issued today.Order Details:Order Number: Od***Order Date: Friday, 21 August 2026Couriers Involved: Value ExpressContact Numbers: *** / ***Current Status: Not delivered (As of Thursday, 27 August)