Makro has abhorrent online service and logistics

I am an extremely unhappy customer and had a nightmare of a week due to Makro.

I placed an order for a refrigerator on the 25th of Jan and called and placed instructions for it to be delivered on the 30th of January, the Saturday after.

I was phoned by three different couriers on Tuesday and Wednesday telling me my delivery is at the gate. I told three different couriers I asked for it to be delivered on Saturday. I even called the Online support AGAIN and RECONFIRMED the instructions.

Instead, my order was cancelled without any warning. I only realised it was cancelled because my bank notified me that money has been refunded to my account. I did not receive any other notifications from Makro that it was cancelled.

I was on the phone with four different agents Saturday morning to get my fridge back. I was told that my fridge has been sold and the entire brand has been sold. I was then told I must go to the Silver Lakes store directly.

Once again, the situation became even more difficult. I go to the online department of Silver Lakes, one of the managers assists me and tells me my fridge has been sold and there is no more stock anywhere. She proceeds to show me a couple of small cheap bar fridges to get me to leave.

I told her I was not happy with this solution at all. Then she took me to her computer and showed me fridges from Game and Hirsch. I told her I was NOT driving to another store now and she is wasting my time even more with this conversation.

When your manager realised I was not going to leave ONLY THEN did she suddenly realise my FRIDGE HAS BEEN IN HOLDINGS AT THE STORE THE ENTIRE TIME!!!!!!! I wanted to scream by then. None of the online agents told me it was still in holdings and that I could just pay for it again, none of the staff at the Silver Lakes store did the same either. Only after an HOUR did they realise it was in holdings. Why was holdings not checked in the FIRST PLACE?

Then they could not organise a driver for me. I had to call and organise a driver myself and paid over R400 for uber to deliver it. The Silver Lakes store is being run by extremely *********** and lazy staff and don't bother to communicate with each other. Why is the online department not communicating with the staff at holdings? And your manager just wanted a quick solution to get me out of her store, she had the audacity to try to suggest other stores in my area instead of helping me.

I also wanted to lodge a complaint about your courier, Vusani that operates in the Pretoria area. He told me on whatsapp it will be delivered on Saturday but he did not bother to tell anyone at the store to deliver it for Saturday. When he returned with the fridge he only wrote return on the parcel and it is his fault that my order got cancelled.

My entire Saturday has been ruined by this experience with Makro and I am going to continue lodging formal complaints until I get a proper apology from your staff. No one even apologised about the disgusting service.