Formal Complaint Regarding Delayed and Poorly Managed Online Order – Connex Lumen Series 1080P Projector

I am writing to express my disappointment and concern regarding my recent online purchase from Makro. On 15 October 2025, I purchased a Connex Lumen Series 1080P Projector with WiFi - Black (4000 lm) Portable Projector (order number OD***) through your website. At the time of purchase, the item was indicated as in stock, and the delivery date was clearly shown as 22 October 2025.

I did receive an SMS confirmation of my order; however, I have not received any further updates or progress since the 15th. My Makro account profile still reflects the delivery date of 22 October 2025, but there have been no status changes or shipping notifications.

On 20 October 2025, I contacted your customer care line (***), and the consultant I spoke with confirmed that the delivery would take place on 22 October 2025. Despite this assurance, when I called again today to verify the status, I was placed on hold for 17 minutes before being told the following:

“Marketplace Operations advised that if the order is not dispatched by tomorrow, they will cancel the order and action the refund.”

This response is extremely disappointing and reflects poorly on Makro’s reliability and customer service ethics. It is unacceptable for a confirmed and paid order — which was advertised as in stock — to suddenly face cancellation after the promised delivery date.

Had I known that Makro would fail to honour the order and delivery commitment, I would have purchased the product elsewhere. I trusted Makro’s reputation for efficiency and professionalism, but this experience has been both frustrating and disheartening.

I kindly request that this issue be investigated urgently and that a clear resolution be provided — whether by ensuring prompt dispatch of the projector or providing an official explanation for the delay and poor communication.

I look forward to your urgent response.