Makro Online helpless to process orders, couriers or refunds, why does it even exist?

I guess it is not possible to give ZERO stars but that is what should be done in this case. Online order placed in Makro 25 November serviced through 3rd party. As per Makro Website order packed and ready on same date 25 November. As of today 15 December, that is almost 20 days later Makro has been unable to arrange a courier for pickup or obtain a response form the 3rd party supplier.

After one week of calls and two escalations, Order has been cancelled and is subject to a further escalation and (wait for it) "response from the seller", that is Makro cannot process the refund either until obtaining a response from the seller, the same seller it was unable to arrange a courier with for 20 days. What if the seller takes 6 months to respond? what if it never does? In other words funds are being held and goods not delivered pending a response that may or may not come or it is unclear when it might come, an order placed in November could be potentially sorted in February or March with some luck.

Customer service seems helpless as it tries to follow a process that clearly leads to dead ends, depending on the whims of third parties, whilst thousands of rands are being held. Pending that reply from the 3rd party Makro cannot process a refund but cannot even issue store credit either.

Utterly *********** bordering on **********. Unfortunately, if no prompt resolution is reached soon, I will be forced to take further steps. It is unbelievable that someone, anyone, is allowed to continue doing business in 2022 as if it was 1857. Disgusting.