Broken process - Online shopping

Placed online order 26 Nov 17, phoned online contact centre regarding delivery on enquired delivery date on 30 Nov 17 to be advised certain items weren't in stock (no indication of this when online order was placed). Requested items that were out of stock to be removed and order to be delivered on 14 Dec 17, which Siya from Online team confirmed would be done. Contacted online team on 12 & 13 Dec 17 to double check delivery for 14 Dec 17 is still on track with Tshepo from the Online team, delivery didn't happen. Escalated to management, was revealed that nothing was done and have to wait another 4 days for delivery.

Makro - fix your online purchasing and delivery process! You should indicate during the online purchase process to your customer if something is out of stock. Ensure that your staff are competent and don't make promises they can't keep, they should have visibility of where in the process an order is. You shouldn't offer the online delivery option if you can't execute it properly!