Makro online store defeats the convenience of shopping online

The whole point for shopping online is to avoid the stress of walking through shops to look for what you want, then standing in the long queues just to pay for it. I thought buying from the Makro online store would add to my convenience of shopping online; boy was I wrong.

I ordered 96 bottles of water from their online store on Monday (first time using Makro online), which were supposed to be for a work soccer tournament happening on Saturday 25th November 2017. Friday morning I call the store to find out if my order is ready for collection (it's already been 5 days now, online stores take more or less 2-3 days to process a order for collection). The phone is answered by a very rude lady, who was so quick to tell me that they're out of stock. What baffled me is that I had not even told her what I had ordered, yet she was able to tell me about the status of their stock. I ask her what sh'es talking about, and she starts telling me that a decoder takes 21 days to process (who mentioned a decoder??), and besides they don't have stock. So I calm her down to get her to understand what I am saying; when she eventually does she tells me that I need to wait for an SMS to confirm my collection. Now my thing is, it's already been about 5 days, surely it cannot take that long to process an order of 96 bottles of water. After I tell her this, she continues to tell me about the 21 days story. I hung up on her and decided to call the Makro Call Centre, not that they were any more helpful. The lady I spoke to tried getting a hold of the store herself. After 15min of keeping me on the line during her attempt to do so, she tells me that the store hung up on her; I should try calling them again and get back to her if I fail (my day cannot be designated to getting Makro to give me MY products which I have already paid for).

I've always been a supporter of Makro as I believe in the quality of their products; but how do good products get sold by bad service?? My experience has made me sceptical about using online store which I have not used before; I would rather stick to what I know at least in that way there's no room for surprises. My name has also been tarnished because my colleagues will doubt the fact that I even bought this water which was expected for the tournament.

Makro should SERIOUSLY re-evaluate their online shopping process; there are retailers which are already ****ing it.