Makro online - Terrible Customer Service

I placed an order on Makro online on the 08.02.2019. The order is a collection order to be collected from the Makro Woodmead branch, this branch was selected because it showed 4 items on hand at the store.

I have called in multiple times since Monday to find out the progress of my order and when will it be ready for collection. The first consultant that helped me, advised that she called the Woodmead store on Monday afternoon and they told her that my order was ready for collection on Tuesday. I did not receive any confirmation SMS for collection, so I therefore called the store directly and they informed me that they did not speak to any consultant and my order is still in progress.

Under further investigation by the store and call center consultants they found out that the woodmead branch does not have any stock of my item on hand and therefore needs to source my item from another store. When the order was placed, the online website showed 4 items on hand, therefore the Woodmead branch was selected. If you have an online system, it needs to be kept updated regularly.

I have spoken to multiple consultants since Monday up until today and non have been able to help me. I have been promised to receive call backs to inform me on the progress of my order but I am lucky to even receive one call from them for the day and the feedback they provide is everything I already know.

I have called the Makro call center over 15 times in the past three days and been kept on hold more times than I have spoken to a consultant about my order.

When I ask to speak to a manager, I am placed on hold, only to hear that the manager is in a meeting or on another call and therefore cannot assist me. I am promised that the manager will call me back but I receive no call.

I have explained to multiple consultants that my order is urgent and I need it expedited but still no prompt feedback and no definite collection date.

The service provided by Makro customer care is terrible.