Makro lost the fridge I ordered

Good Evening

I placed an online order for a fridge on the 5th of August. Today is the 16th of August and it still hasn't arrived 11 days later despite being promised that it will be delivered between 2-5 days. I have had no communication regarding the delays. When I track the order on the portal, the system shows that the fridge has been packed but not yet given to the courier. I called your call centre this afternoon to find out what's going on. The lady I spoke to told me that the system shows that the order is already with the couriers, but she's not sure what's happened to it. It's unsettling that the system couldn't tell where the fridge is and required further investigation. It's also unsettling that the Makro portal shows me different information. She told me that she will escalate the matter and someone will get back to me regarding the issue.

I got a call a few minutes ago at 19:24. The call is what triggered me to type this mail. I answered the phone and the first thing I heard was loud music blasting in the background. So loud that I could hardly hear what she was saying. I made sure I went to a quiet room so that I could hear the person properly. She introduced herself as a person from the courier who will be delivering my Makro order (music still blasting in the background and throughout the rest of the call). She said that she's informing me that they will be delivering the fridge tomorrow and that I should ensure that I am home to receive it. I explained to her that I will not be the one receiving the fridge - I am buying the fridge for my parents. I am based in Johannesburg while the Fridge is being delivered to Mthatha . In fact, I'm not even the one who is listed as the recipient for delivery. I put in my dad's details as the recipient so that the courier could liaise with him directly. She told me to call him and relay the information that she's telling me. She said he should ensure that he's home all day tomorrow to receive the order. I asked her if she can give an indication of the time of day that they'll arrive so I can warn my dad - she said that they don't know - he must just be home all day. She then continued to reiterate that he should make sure he's home all day because they don't want a situation where they get there and they find out he's gone to town. That last comment and the condescending tone in which she came is really what got to me. But she's just the messenger, so I decided to rather voice out my grievances through this platform. 1. Why is it that you guys can go silent for 11 days after I place an order, but then call me after business hours at 19:24 and expect the recipient to place their lives on hold for a full day without prior notice - you guys really can't at least even give an indication of whether it will be in the morning or afternoon so that one can plan accordingly? 2. Why am I being called so late in the evening? You guys didn't even get back to me as promised regarding my enquiry or to inform me that you have managed to locate the fridge3. Why is it that your system can't tell me where my fridge is? Why did you need to investigate where my fridge is? How long has it been unaccounted for? 4. Why is there a discrepancy between where your Makro website 'track order' system says my fridge is, and where my fridge actually is? This whole process has been extremely unprofessional and disappointing to say the least.