Below Grade Customer Service, Issues with Online Orders

On April 26 2020, I placed an online order for essential items, totaling a list of 53 individual items. I submitted the order and paid for it on the same day, it totaled about R1900. I then chased for an update on April 29 with the Online Team, and was advised that the order was still in progress and i would be advised when it would be dispatched.

A few days later (May 02 2020), i receive an order update to advised that 3 of the items in my original order had been cancelled, and replaced with similar items. I was OK with that as it meant i would still be receiving something similar to what i had originally ordered and paid for.

I chased for an update on 04 & 05 May and was advised on 06 May that it would be escalated with the relevant department, and feedback would be provided. I then, on May 07, get an order update advising that 12 of the individual items on my order had been completely cancelled, and not replaced with a similar product; a refund would be processed and would take up to 7 days to reflect. Prior to that email, no-one had contacted me to advised the products would be cancelled from the original order and how on earth do you cancel items off an order that has been paid for in full. I received another order update on May 08 advising that the first amendment to the order had been cancelled. In total, 15 items had been cancelled from my original order.

I then called the contact centre on the 0860 number, it took 5mins for someone to answer the phone, and when it was answered, i was then put on hold until the call dropped off. I tried again, and the same thing happened. I then called the [protected] number, and got through to an agent. I asked him not to put me on hold, and explained what had happened since i placed my order. While he was all apologetic, I work in customer service, and he wasn't helping me, the customer, feel very warm and fuzzy on the inside. I requested to speak to a manager, and was transferred to an gentleman named Anthony. As i didn't have to explain my story again, i requested why the items had been cancelled without prior contact, and I also requested that the Online Order Manager from the Montague Gardens store contact me before 4pm. That was on Friday 08 May, and i'm still waiting for that call.

I was emailed last night (11 May) and advised that my order was available for collection at the fulfillment store... i paid for delivery. I have contacted the customer centre again today, and was advised that the courier, Barloworld, would most likely collect the order today, and deliver it tomorrow.

I will no longer be using Makro as an online provider of essential goods and groceries going forward as we are halfway into the new month; how am i supposed to feed my family. Not to mention that the items that were cancelled were essential goods to my household.

As i type this, i still have not received my goods.