Great Service after a disappointment

Gold stars to Makro senior management.

How to turn a service lapse around and really fix the matter, when Management takes a hand and commits to correct the matter

Ordered a Fridge\Freezer online, with expected delivery date, which past with no delivery, given new dates again was did not happen. I escalated to senior management and the response was totally unexpected and absolutely mind blowing.

A small truck left Cape Town for Mossel Bay with just my fridge on it, nogal on a Saturday... and delivered the same day and then returned to Cape Town, this after the Sales Manager at the Montague branch committed to get the couriers to deliver it to me on the coming Monday\Tuesday which I was happy with. So it arrived 2 - 3 days earlier than agreed and also was a personal delivery of over 800 (kms) roundtrip.

Thank you Dennis Reynolds at Montague branch of Makro and any other persons unbeknown to me who were involved.