Appalling Makro Service

Once I placed my order online, at MAKROs website on the 12th of July 2023. I received a notification, stating “THANK YOU FOR SHOPPING AT MAKRO”, and also provided a me with a order number (MAK***) and a expected date of delivery (18th of July 2023). The notification further explained that I can track my order. On the 15th of July 2023, upon checking the status of my order. I saw that it was still sitting on “order confirmed”. I then went to the online department at Makro Gqeberha to make a follow up. After the reception called head office. I was advised that no action has been made on my order. Furthermore, it was unusual for her to see and she promised to provide feedback on this matter. On the 19th of July 2023, after receiving no feedback and seeing the status is still on “order confirmed”. I then again went to MAKRO Gqeberha’s Online department to follow up. A lady named Nomphumezo assisted and she then too called Makro Head Office, we were put on hold for over 30 minutes and the Head Office dropped the phone. We called again and we had to explain the same story all over again, we were again put on hold over 30 minutes. In conclusion the lady from Head Office advised that she’ll escalate the matter and provide feedback before close of business. On the 20th of July 2023, after receiving no feedback (again) and seeing the status is still on “order confirmed”. I then again went to MAKRO Gqeberha’s Online department to follow up. A lady named Nomphumezo assisted and she then called Makro Head Office, we were put on hold for over 30 minutes. The lady “Sithembile” (if she was telling the truth) also advised that she’ll also escalate the issue and provide feedback. I asked for a supervisor or manager and then she put me on hold again. Only to advise that the manager was in a meeting and while she was looking for the manager, she learnt that the trolleys I purchased online were out of stock and will arrive within 3 to 10 working days. I then asked for all the names of the people I dealt with at Head Office. She then advised her system is down and won’t be able to provide them. I have received no correspondence from MAKRO with regards to this matter. I guess my money is sitting with them and I’m sitting with an angry client (which I may loose at this point) and a negative balance of +/-R13 500.00. As a regular customer at MAKRO, I find this treatment appalling. Maybe it’s the MassMart change over.