Complaint: Failure to Communicate, Misleading Stock & Exploitation of Parents

Dear Makro Management,

I am writing to express my extreme disappointment with how my recent baby formula order was handled.

I understand Makro is a business, but allowing third-party sellers to exploit desperate parents during a formula shortage — and effectively going along with it — is unacceptable. Your platform showed the product as in stock, at a highly inflated price. Out of desperation, I had to purchase it because my baby needs formula.

The order never arrived. Only after I followed up was I suddenly informed that there was “no stock”.

An apology does not feed my baby.

What concerns me even more is that why did no one check the order when it was sent to the third-party seller and notify me immediately? Instead, the issue only came to light after I chased it up myself. This shows a serious lack of oversight and responsibility toward customers — especially when dealing with essential infant products.

This situation raises serious concerns regarding:

Misleading stock information

Inflated pricing on essential baby formula

Lack of communication and follow-through

Poor monitoring of third-party sellers on your platform

Potential non-compliance with fair-pricing and consumer protection standards

I request urgent clarity on the following:

1. Why was the product shown as in stock when it was not?

2. Why was I not informed immediately when the seller received the order?

3. How does Makro regulate unfair and inflated pricing by marketplace sellers?

4. What actions will be taken to prevent this from happening to other parents?

This is the only formula my baby can use. So if it seems to you that I’m making a fuss over ‘nothing’, please understand that I’m raising a very real and urgent issue. I am bringing this to your attention directly before taking it further or bringing it to the attention of others.

I expect a prompt and transparent response.

Kind regards, Danicka & Cameron Pilz