MAKRO - LACK OF CUSTOMER SERVICE AND DELIVERY, I WANT MY REFUND!

Good day all, I am utterly appalled with the service i have received from Makro and its so called customer service, here is the story - On the 16th of December i placed an order online for xmas gifts for my two boys , 6 items in total, delivery dates were 18th of Dec, 24th of Dec & 26th of Dec. I only received 2 items out of this order, figuring it was the festive season i tried to be understanding, gathering they must be delayed, i called on the 27th, they escalated the order, promised i would get an update via email, which never came, i called again on the 28th, escalated again, with a promise again that an email would be sent with an update regarding this order.

Growing frustrated, i emailed every address listed with Makro, in-between this, no response, i called again on the 31st of Dec, this time i was told the supplier has not updated anything, and due to the time lapsed thus far they will now cancel the order and it will be escalated with a senior agent (Ntokozo Nkosi) who will contact me to start the refund process, finally i assume i am getting somewhere, i was also informed i would receive an email confirming the refund process, which i did get 3 days later.

I have been under the assumption that the refund process has begun, i rep**** to the last email i received 3 times, requesting an update on the refund process and how long it would take, as the app still showed my order pending, nothing changed since i placed the order on the 16th of Dec.

Yesterday, i receive an email stating 2 items out of the 4 items are packed and awaiting courier delivery, now i am mad, how is this possible if i am supposed to receive a refund, i no longer want the items, and honestly appalled that this process has not achieved anything that they said it would, no communication, no customer service, just dead ends and absolute annoyance at every turn.

So, i call the customer care again yesterday, explain all this to the agent (Ronald) and he was so unhelpful i almost screamed, i tried to be as polite and precise as possible, but all this man kept saying to me was that all he can do is escalate it, i asked to speak to a manager, senior agent, a contact number, i asked him to please give me anything to escalate this higher, he plainly said he cant do that! I asked if he could see my previous escalations (as every other agent could when i called) he said no, and the order has not been cancelled nor has the refund process, now i am just angry, he was so unhelpful to actually assist me with a straight answer on how i can resolve this matter. All he kept saying to me was "Mam all i can do is escalate" every question, request i had that was his response. After the call i emailed again, and sent a query through the app and still no response!

I am still awaiting an email, call or something on this matter! Makro, the level of customer service i have received is disgraceful from such a massive organization, the staff need training, their lack of understanding on protocol and how to assist customers is non existent, i am truly disappointed with how i have been treated and i fully intend on blasting this on every platform possible.