MAKRO ONLINE STORE IS A ****. THE ACCEPT ORDER JUST TO LATER CANCEL WITH NO REASON OR CONSULTING YOU BEFORE CANCELLING YOUR ORDER

Makro online store has the worst service ever, the call centre even worse. firstly I have placed an order using the Makro online platform. my order was accepted and payment was processed. I even received an email confirming my order. When the order was placed at 04H30 the morning of 30 June 2023 there was sufficient stock to process my order without any hiccups or time outs. the order process was seamless just like all previous times ordering from the Makro online platform.

After placing my order and a whole day went by, just to receive an email stating my order has been cancelled after 4 the afternoon of 30 June 2023, without providing any reason or contacting me offering an alternative or consulting me first on the way forward before a refund can be processed.

Saturday morning 1July 2023 I contacted the call centre and spoke to Sibusiso (call reference *** and was told as why the order was cancelled because there is no stock. which is unacceptable. why did the system allow me to seamlessly place an order because there was sufficient stock. and why did the store not contact me with regards to inventory not being correct. Sibusiso then liaised with the Wonderboom branch not to process the refund and fulfil the order, or get in contact with me even if i had to wait longer for for stock to be replenished or order me an alternative. Sibusiso was supposed to get back to me by end of business on Saturday which he did not.

On Sunday 2 July 2023 I again phoned to follow up on this call to which I spoke to numerous consultants and a Team leader named Sifiso, AFTER BEING PLACED ON HOLD FOR MORE THAN 30 MINS AT A TIME FOR MULTIPLE TIMES, where I was told sorry my order was cancelled and a refund was processed. this I DO NOT accept as the proper procedures were not followed and after Sibusiso advised that he requested that the refund should not be processed and again advised that someone will make contact with me and provide feedback. which again did not happen. Team leader Sifiso was supposed to phone me back and provide feedback and the way forward to which I still have not received any feedback.

Again today 3rd of June 2023 i the consumer had to contact Makro again because no one is getting back to me and was PLACED ON HOLD again. I spoke to Zanela which advised me that the team leader to whom the call was allocated to in this case it was Sifiso which was conveniently not available. Zanela also confirmed that procedure was not followed and how this matter has been handled.

So Makro, i do not accept the refund. I want my order fulfilled and delivered or give a raincheck on the amount and price as to this is NOT MY FAULT that you cannot run an online store inventory properly. I want feedback by end of business today 3 June 2023 5PM with an update of when my order will be dispatched/fulfilled or when I can collect my order from the branch.