Makro Online Grocery Order – Shocking Service and No Refund

I placed an online grocery order with Makro at 10 a.m. and started calling at 11 a.m. to ask when I could collect, since the store is 65 km away. The call centre told me it could take 10 days, which is ridiculous for groceries.

After that, I spent hours trying to reach the store directly — I was constantly transferred to online shopping and left on hold. When someone finally answered, they said my order would take 3 days to be ready. I was promised a call back that never happened.

Eventually, I phoned head office around 2:40 p.m., and they also couldn’t get through to the store. They told me to drive there in person. When I arrived, the staff member at online shopping was sitting with her boyfriend and told me I could only collect at 6 p.m. When I mentioned that I’d been calling all day, she took the phone off the hook — so no wonder no one could reach them!

I asked her to cancel my order, which she said she would. But 24 hours later, I received an SMS saying my groceries were ready for collection. The order was never cancelled, and I have not been refunded.

This was completely unprofessional and unacceptable. I had to waste time, petrol, and patience for something that should have taken an hour at most.

I want a full refund