Makro online -- poor service

I represent the Modderfontein Golden Oldies Community & Hockey Association. We raise funds by way of golf days & other means which enables us to support organisations & individuals who are in need of assistance. One of these organisations is the Gerald Fitzpatrick Home for destitute women situated in Bertrams, Johannesburg. Every year we purchase items to make up hampers for the 80-odd residents in that home & then present these hampers before Christmas. We combine the handover with a small party & some entertainment for the ladies of the Home. This year we decided to purchase our rquirements through Makro online, thinking it would simplify our task of doing all that shopping. Alas, that was a big mistake!! We placed our order with Makro online on the 23rd November, thus allowing ourselves about 10 days to pack the 80 hampers. For reasons unknown Makro online split a R20,000.00 order into 3 invoices from different branches. One would imagine such a large organisation would be able to fulfill the entire order on ONE invoice from ONE branch. However, this was not to be. Part of our order was delivered quite soon after placement of the order, but as at yesterday ( 5th December ) we were still waiting for the balance of our order to be delivered. We made numerous phonecalls to follow up & enquire about progress. Many times they did not even bother to answer their phones & when they did, they were vague & evasive & could not give us any answers. They made promises to call back & advise when the balance of our order would be delivered, but those return calls were never made. In desperation I yesterday contacted a senior manager at Makro & expressed our frustration & anger at this complete lack of service. He obviously rattled some cages in the organisation which resulted in about four phonecalls to me asking for order number &/or invoice number details. This is information that they should in any case have on their system. In spite of all that, one of our committee members ended up travelling from Makro branch to Makro branch to try & collect the items we still required. All in all this was a most unsatisfactory situation & their customer service was non-existent. It's a poor show on the part of one of the largest retail businesses in the country!!