Extremely Disappointed with Makro's Customer Service and Order Management

Store: Makro Carnival Order Number: OD*** Call *** Date: Easter Monday Order

I am writing this review to express my profound disappointment with the appalling service I have received from Makro regarding my Easter Monday order. What should have been a straightforward online shopping experience has turned into a frustrating ordeal that highlights serious deficiencies in your customer service and order fulfillment processes. The Issue: I placed an online order for Easter Monday, only to discover that one item was missing from my delivery. Despite the order being marked as "delivered" in your system, I never received the complete order I paid for. When I contacted your customer service team, I was given call reference LL0P and assured that the matter would be resolved promptly. The Runaround: What followed can only be described as a customer service nightmare. After speaking with multiple representatives, someone from your online department finally acknowledged that there was an error - the missing item was never in stock to begin with. I was told I would receive a refund for the unavailable item, yet here I am, nearly 5 months later (it's now August 2025), with no refund processed and zero communication from your team. Unacceptable Accountability Gap: The most frustrating aspect of this entire experience is the complete lack of accountability. No one at Makro seems willing to take ownership of this error. I have been passed from department to department, with each representative seemingly eager to make this someone else's problem rather than actually resolving it. What I Expected vs. What I Received:

Expected: Timely delivery of items I paid for, or immediate refund for unavailable stock Received: Missing items, false delivery confirmations, empty promises, and radio silence

Impact on Customer Trust: This experience has severely damaged my confidence in Makro as a reliable retailer. The fact that your system shows items as available when they're not, marks incomplete orders as delivered, and then fails to follow through on promised refunds is completely unacceptable for a business of your stature. What Needs to Happen:

Immediate processing of my refund for the missing item A formal apology for the inconvenience caused An explanation of how you plan to prevent this from happening to other customers Urgent review of your inventory management and customer service protocols

I have been a customer of Makro for years, but this experience has left me questioning whether I can trust your company with future orders. Professional customer service means taking responsibility when things go wrong and making them right promptly - something that has been sorely lacking in this situation. I sincerely hope Makro takes this feedback seriously and implements the necessary changes to prevent other customers from experiencing this level of frustration and poor service.