Complaint Regarding Poor Customer Service and Missing Item from Online Order

I am writing to formally lodge a complaint regarding my recent online shopping experience with Makro, which has been highly disappointing due to poor customer service.

I placed an order online, and the products were delivered in three separate consignments. While the first two deliveries were completed without issue, the final delivery was missing one important item. I reported the missing item to Makro on the same day I received the delivery. I also followed up by sending an email on 7 March 2025, including the reference number I was given after calling your customer service line.

Despite my prompt action and clear communication, I only received a response to my email on 9 April 2025—more than a month later. This delay is not only unacceptable, but it also reflects extremely poor customer service standards for a retailer of your size.

A month-long delay in responding to a straightforward issue—especially one involving missing goods—is frustrating and unacceptable. I expected far better service and more urgency in addressing customer complaints.

This matter deserved more urgency than it was given.

Regards, Marius