Extremely poor service and communication

On 25th January 2025, I ordered 2(two) x Lenovo Intel core i5 6th generation laptops priced @ R6499 each online . I made a Capitec payment of R12998 for both laptops. Order nr was MAK***.

On Wednesday 29th, courier delivered 1 (one) box. I asked courier if there is a 2nd box as I ordered 2 (two) items. Courier rep**** no and said sometimes Makro online sends separate deliveries.

I opened the 1(one) box received, to check if all was in order and to also verify order quanity and quality. Only 1(one) laptop wrapped in bubble wrap and a laptop bag, which was in a terrible state, in my opinion plus some accessories was in the box. I then contacted online customer care to report this incomplete order and received a reference nr #‪***‬ and was told I would get feedback within 72 hours latest🙄. I also contacted the courier that delivered the order to make sure another box was not left behind in the vehicle, but he confirmed that there was none.

On Friday 31st January 2025, I contacted Makro online customer care twice to request feedback and resolution on my incomplete order. I was told there was none and my query will be escalated. I informed consultant on my 2nd call to customer service that I no longer want these laptops and I want to return it and requested a full refund for both laptops paid for. She informed me to do a return request online and put in quantity of return products as 2(two). I did as instructed and requested a return online, requesting collection of the 1(one) laptop in my possession to be done on Monday 3rd February 2025, however I received no confirmation email from Makro for this request.

On Tuesday 4th February 2025, I contacted customer care service again, and repeated my whole story to yet another consultant, was again told no feedback was received from the supplier and the online team will contact the supplier and my query will be escalated again. I also informed the consultant that I logged a return request on Friday but received no email confirmation and that I logged the return request again this morning but your system would only allow me to put in quantity 1(one) and not 2(two) as both items needs to be returned and refunded in full R12998.00.

I am very disappointed and dissatisfied with your whole online service and support and after reading all the reviews about the online service other customers have received, I am very scared that my query will go the same route theirs has, unresolved.

I trust you will look into this matter urgently and supply me with positive feedback and a fair resolution in that the item will be collected immediately and my full payment of R12998. 00 will be refunded to me.