Damaged and wrong delivery with no service or feedback

Dear Makro

I am writing to formally raise my serious concern regarding an online order for a dry rack that I placed with Makro.

After waiting two weeks for delivery, the product that arrived appears second-hand, is damaged, and was wrapped in what looks like black refuse bags. This is completely unacceptable and far below the standard one would expect.

Since reporting the issue, I have now been waiting an additional month for feedback. I have received no phone call or meaningful response. The only communication I receive is an automated message stating that the item will be collected. However, this does not resolve my issue. I paid for delivery, and if the item is simply collected without replacement, I am left without the product I ordered and require for daily use.

I have phoned multiple times, and on each occasion I am told the matter will be escalated. After holding for extended periods (up to 20 minutes at a time), I am forced to end the call without resolution. To date, I have not received a single call or email clearly explaining how this matter will be resolved.

The lack of service and communication is extremely concerning.

I request urgent confirmation of the following: 1. When the damaged item will be replaced (not just collected). 2. That the replacement will be new, undamaged, and properly packaged. 3. A clear timeline for resolution.

Please treat this matter as urgent. I expect a prompt and satisfactory response. Regards