Makro loses customers and sends them to their competitors

I purchased a number of items from Makro online. They split the deliveries, and I have received some of the items in good order.

However yesterday, I received an email from Makro saying "Great news! Your refund has been approved." But I had not requested any refund.

I then called the call center number listed on the email, and it took me almost 13 minutes to get to the bottom of what has happened.

The goods being refunded were some tins of car polish (not something unusual). Apparently these were damaged and the courier company (Courier Guy) initiated the refund.

I received absolutely no communication from either Makro or the Courier Guy about what had happened or what my options were.

While on the (13 min long) call to the call centre, I asked why they could not just get some replacement tins of car polish and send them. Why the refund?

Has anyone considered the implications of this on the customer?

1. The customer is angry because there was no communication about why goods were being refunded. 2. The customer becomes more angry because they are not consulted on what their options are. 3. If the customer still wants those items from Makro, they have to wait 2 weeks for the refund, then go back online (hopefully the items are still at the original price, but probably not), re-order the items, and 4. Either order more goods from Makro to ensure they don't pay a delivery fee, or pay an additional amount to have them delivered.

This is a prime example of a company losing a sale and sending a customer elsewhere.