MAKRO NEVER DELIVERED MY PRODUCT AND CUSTOMER SERVICE NEVER CONTACTED ME

I am absolutely appalled at Makro's customer service.

I went in to buy a specific product that I wanted to get as a Christmas gift - I asked a few of people that assist with finding the products and I could tell by the attitudes nobody really wanted to help me - they just told me order it online.

So against my better judgement - as I was hoping to avoid it if I could - I ordered the product online - the 2-5 days waiting period passed - and I recieved on the last day a message saying my parcel was delivered - I HAD NOT RECIEVED MY PARCEL - BEEN IN PHYSICAL OR TELEPHONIC CONTACT WITH THE COURIER - LET ALONE SIGNED FOR MY PACKAGE - worried that the courier might of delivered it to the wrong address - I tried calling Makro customer service - I would sit for ages listening to the waiting music - hang up - try again - multiple times - my sister even tried and had the same experience.

Gave up on calling and logged a query over their whatsapp help desk - I was only then called and informed my parcel was damaged in transit - they asked me would I like a refund or a replacement - I said replacement - as this is a gift for xmas - the lady told me it will take 2-5 business days - so I said no problem - Will I atleast be able to track the parcel - she told me no - which already had me anxious - and just said they'd be in contact with me for delivery - it's been 5 business days - I have sent multiple emails - logged multiple queries over the whatsapp customer service number - every time being told by automated message that someone will contact me regarding it - and I never receive a call let alone even an email. I looked on my Makro online profile - thinking maybe someone received my queries and updated something so I can atleast see where my package is. Nothing.

My other issue is it's impossible to get hold of anybody to even request a refund and I am absolutely despondent - because I spent money on a product I didn't receive - nobody is getting back to me - and MAKRO is a massive well known company in SA - you would expect much better customer service and that they would deliver on their promises - or atleast the product their customer pays for.

This was my first experience with their online delivery - and they have absolutely lost my trust.

If someone from Makro reads this and can assist me, I will happily take this review down - but this is my honest opinion and I am extremely disappointed in the service I have received and am hoping Hello Peter might get me more luck than the Makro's all round customer service portals.