Delivery never received nightmare

I am writing to formally express my dissatisfaction with the service I have received since Monday, 1st December 2025. The lack of coordination and clarity throughout this process has been extremely concerning and frustrating, especially considering that during every interaction with Makro staff, I have remained calm and respectful—despite the circumstances. . Initially, the first representative I spoke to should have simply escalated the matter and rescheduled a new delivery date. Instead, I was instructed to log the items as a return on the app, being told this was the only way to resolve the issue. I was assured that this would indicate to the team that the items in my order were never delivered.

On Tuesday, when I called back for feedback, I was informed that the previous advice was incorrect and that the matter should have been handled by rescheduling delivery. Unfortunately, this led to me starting an unnecessary return/refund process, despite clearly stating that I did not want a refund.

By Thursday, after multiple calls and repeated misinformation, the left hand did not know what the right hand was doing I decided to place a completely new order just to ensure I could receive my groceries.

Today, 8th December, I am receiving partial refunds for individual items at their selling prices—even though I have repeatedly communicated to the different people I spoke to that the entire order was not delivered. Surely you should check if the delivery has a delivery note and (if) it was signed for , if not a full credit note should be issued , initiating a full refund !

I had to place a new order for items that were NEVER delivered, incurring additional costs out of my own pocket due to your team’s negligence and oversight. Mind you some of the items I bought was during their Black Friday Sale and had to now pay for the items on their original price ! This experience has been exhausting and unacceptable.

After numerous emails and calls to your customer service department and the Silverlakes store, I have yet to receive accurate information. This back-and-forth process is unacceptable and reflects serious gaps in your system. The right hand does not know what the left is doing, which indicates a poor lack of operational management from my perspective.

I urge you to process this refund immediately—not on December 17th.

I have never encountered such disorganized and inefficient customer service, and as someone who works in a customer-facing environment, I find this level of incompetence deeply disappointing.

I kindly request that this matter be addressed urgently and that a clear resolution be provided without further inconvenience.