Makro Online - delivery failure, lack of communication, disorganised!!

I've had such an awful experience with Makro Online! My main complaint would be their disorganisation and lack of communication.

I ordered a dishwasher online on the Friday (08/02/2019), and realised I ordered the incorrect colour/finish. I corrected my order the Monday (11/02/2019). Then the Wednesday (13/02/2019) they tried to order the incorrect dishwasher and I rejected the delivery based on this. They said they will return it to the store in Cape Town where it originated from ( I'm in Joburg). This is 3 weeks ago. I have made numerous phone calls to find out the status of my order. At least 5 calls a week. I have spent many hours on the phone overall. Each time I phone I am promised to get a call back with feedback. This never happens!! (this is truly the most frustrating part) I have to call each time. Last week Monday (25/02/2019) Makro finally figured out that the incorrect dishwasher was never returned to the shop in Cape Town and has been chilling in a warehouse somewhere in Joburg. And they refuse to send the correct dishwasher until they receive the incorrect one back. They said then they will instruct the courier to take the incorrect one back to Cape Town. A week later today (05/03/2019) I phoned Makro again (after a couple of phone calls in between). They said that my order shows as "dispatched" . Great! But then something tells me to phone the courier company. I phoned the courier company and they tell me the incorrect dishwasher is still in Joburg!!! And they never received instruction to return it to Cape Town!!! Bearing in mind I'm not allowed to receive the correct item until they have returned the incorrect item. If I didn't call the courier company, that dishwasher would be chilling there indefinitely!! Oh and after this, Makro called me to give me feedback (what a miracle), which was that they didn't know what the holdup was and they awaiting feedback from the couriers (they have been saying this for the last 3 weeks). Then I had to inform THEM of where the dishwasher actually was!!!! I was more informed than them! Pathetic!!!

I can understand when something goes wrong, I'm not an unreasonable person. All I ask is that I get regular status updates and that someone at Makro takes responsibility and actually follows up with the order. Without someone applying some pressure, these things could carry on for weeks and weeks on end!!

Please Makro, get your act together!!