Makro do not want to refund me for order I did not receive.

I logged a complaint with one of Makro call centre agent called Nceba under outsourcing company called Merchants SA. Nceba was very rude and told me to hung up the phone while I stated that I do not mind to stay on the line for a team leader as my query has been going on for 3 months, she went ahead & told me that I should release the line as there are other customers waiting to get through. I asked her if I'm not a customer, and those other customers are more important than me and my request that they are failing to conclude. She then drop the line & that was it.

Order placed on the 1/08/24 on Makro online and my order was never delivered. Every time I do a follow up on their App was, congratulations your order has been packed. My order had been packed from the 4th of August to date. I gave Makro a chance to redeem themselves and still. After a month of waiting, I opted for a refund & till to date I have not received my refund. I've been calling their call centre and I have been given different stories. Hence I just wanted to speak to the supervisor which I couldn't as the rude Nceba hung up on me.

I called and eventually I spoke to a team leader, who then advised me that I should send my banking details and copy of my ID. I didn't understand why as they supposed to refund the card I used for the order. We'll I sent the required documents and I'm still waiting.

Ref no: ***

That's my story with Makro and Merchants SA call centre.