Formal Complaint – Repeated Missing Items from Online Orders

Good day

I would like to formally raise a serious concern regarding the decline in service from Makro strubens valley over the past two years.

I have been a loyal customer who spends approximately R3000 – R5000 per month with Makro. I specifically use the online ordering system to avoid standing in long queues and have previously opted for delivery. Unfortunately, I started experiencing repeated problems where my orders were delivered incomplete.

Because of these issues, I changed to the online order and collection option and started collecting the orders myself. However, the same problem is now happening again – items that I have paid for are missing from the order when I collect it.

What is even more frustrating is that when I report the missing items, I am told they will be delivered to me. On multiple occasions this was promised, yet the items were never delivered and no follow-up communication was made.

This level of service is extremely disappointing from a retailer of Makro’s reputation. As a customer who spends several thousand rand with Makro every month, I expect accurate order fulfilment and proper resolution when mistakes occur.

Please advise:

• Why this keeps happening • What steps will be taken to prevent it going forward • When the outstanding items from my recent order will be delivered or refunded

If this cannot be resolved, I will unfortunately have to reconsider where I spend my money going forward.

I look forward to your urgent response.