INCOMPLETE ORDER RECEIVED - ONLINE

I am writing to formally lodge a complaint regarding the appalling service I have received following an order I placed on 26 April 2025, order number OD***.

I was notified via email that my order would be split, and I subsequently contacted the pickup department to confirm that I would collect the entire order once it was ready. Upon arrival at the store, I provided my order number and was told that all three parts of the order had been handed over. However, upon inspection, I noticed that all the boxes were small and queried the whereabouts of the case of Lion beers. I was assured that everything was packed.

To my disappointment, when I arrived home, I discovered the Lion beers were missing from the order. I returned to the store to query this and was told the item had been cancelled due to it being glass. I was asked to wait 30 minutes while staff attempted to rectify the error, and I was even asked for my address for a free delivery—which never occurred.

On 27 April, I called the store and was informed by the manager that the item had been reordered but was not showing on their device, hence it could not be picked. I was also told the technical department was closed due to the long weekend.

On 28 April, I followed up again and was told that I had cancelled the order, which is completely untrue. I was assured that someone would get back to me. I called again on 29 April and was advised that the matter was still under investigation.

To date—over 16 days later—I have received no further communication or resolution. This level of service is completely unacceptable and reflects poorly on Makro’s customer care standards.

I request that the matter be resolved urgently and that I receive the item I ordered or a full refund, along with a formal apology for the inconvenience and the misinformation I have received throughout this entire process.