*********** customer service

I placed and paid for an online order with this store on 20 December 2024. I received confirmation of my orders and delivery dates, i.e. 3rd and 4th of January 2025 as my 2 x orders will be coming from 2 x different stores. I sent an email and called on 4 January 2025. I received a ref no because issue was escalated. I tracked my order online and saw that by 6 January, my order was not yet handed over to the couriers. I called them again on 6th January and the agent firstly told me that they refunded me. I was so confused, because I never cancelled my orders nor did I receive any money in my account. She then checked again and confirmed that the courier did not collect my orders yet. So now she will create yet another escalation ref no on top of the existing one and will just follow her normal procedure. I also told her that I am busy with a review as we speak. Even that was not enough motivation for her to do more. This is my 1st online experience with Makro, and it will be my last.