Complaint Regarding Poor Service – Order Number OD***

I placed an order on 9 March 2026 (Order Number: OD***). I was very surprised to see that the expected delivery date is only 9 April 2026, as I assumed the item would be in stock when placing the order.

On 12 March 2026, I contacted the call centre to escalate this matter, as I felt that if the item was going to take this long to be delivered, I would rather cancel the order and purchase the item elsewhere where it is readily available. The consultant I spoke to advised that she would contact the seller and provide feedback.

As I had not received any feedback, I called again today to follow up. Unfortunately, I was given the same response — that the query would need to be escalated to the seller. This is extremely frustrating as I had already been told that this process had been initiated previously.

I also attempted to email Makro Online, however my emails keep bouncing back, which made it impossible to get assistance through that channel. When I asked the call centre for further assistance, I was advised that they have very limited information and that the online team would need to assist. I then asked if I could have the direct contact details of the seller, but I was told they do not have these details and was advised to search for the seller on Google. Unfortunately, I was unable to find any contact details for them.

During my final call, I asked the agent if I could speak to a manager, as I was unhappy with the lack of assistance and the repeated delays. I was told I would need to wait 24 to 48 hours for feedback, even though this request should have already been logged during my call on Thursday.

Instead of escalating the matter, the agent went back to consult with the previous agent I spoke to and then contradicted the information I had provided. When I again asked to speak to a manager, I was informed that all managers were busy, which seems to be a common response when customers request to escalate a matter.

I became increasingly frustrated as it felt like my concerns were not being listened to. I even advised the agent that all calls are recorded and that they should review the previous call, as the information I was being given did not match what I had originally been told.

Due to the poor level of service and lack of clear communication, I am extremely disappointed with my experience and will no longer be purchasing from Makro in the future.

I would appreciate urgent feedback regarding this matter and the status of my order.