Makro Management are failing

I ordered several goods online on 10 April. Tracking my order, it shows the goods were packed and ready to be collected by the courier later that same day. Good. But it is now 7 weeks later, and I still have not received some of the products.

I have sent over 8 emails and spent hours on the phone following up trying to get an answer regarding when the goods will be delivered. They confirm the items are in stock but fail to deliver them. They tell me the matter has been escalated and that someone will call me back. No one has ever called back or rep**** to any of my emails.

Today when I asked to speak to someone senior there they tell me that they are unable to put me through to anyone. I ask for a name and number so I can call a senior person to resolve the matter, and they say they cannot do that.

How shocking is that! Management is failing to support the service team. And Management is failing to get their logistics right. Management is failing to ensure effective communication when things go wrong.

I hope Massmart - Wallmart Africa - gets to take this complaint seriously and do something about it.

Furthermore, I expect to be compensated for the dreadful waste of my time as I have had to follow up so many times without any success due to Makro's eineffective complaints resolution processes.