Appalling service from Makro Pietermaritzburg

I would like to lodge a complaint for Makro Pietermaritzburg. We purchased a chest freezer on the 6th of January for my mom and were promised delivery on the 7th. However the freezer still wasn't delivered after 5pm on the 7th. I called the store and spoke to the deliveries manager who said he will look into it before he knocks off at 6pm and get back to me. He didn't.

This morning 08/01/2021 I called the store and spoke to the same manager who told me the freezer was delivered according to the driver. But my mom still hadn't received the freezer. After a lot of calls I was told that they tried calling my mom but she didn't answer. My mom didn't get any missed calls or voice messages on her phone. When I told them this their next excuse was that the number was incomplete it only had 9 digits. This is all excuses as they had a signed delivery note from God knows who because the freezer was definitely not received by my mom.

Long story short my mom demanded a refund after a long wait in the store where she was told by the manager that Makro has nothing to do with this because they already handed everything over to the delivery company. She was given the refund but was refused any compensation for all the meat that spoiled due to the failed delivery which wasn't her fault.

This is appalling service delivery. I expected a lot better from Makro. Makro has lost all its credibility and good reputation for me.