Makro - pathetic service and disappointing first time shopping experience (online)

My first time online shopping experience with Makro was really disappointing to say the least. I recently registered online to buy a simple cover for my phone. When I received it, it was the wrong cover - it was for a different phone. No problem - mistakes can happen, I checked their site to make sure I ordered the right one myself, and I did - so I sent an email showing them the mistake they made as well as provide links to the product pages of both the correct cover that I wanted - and the incorrect cover that they sent me. So they sent a courier to retrieve the incorrect cover.

I waited days before any sort of response, finally I get an email which was vague and seemed rushed, automated and impersonal. It simply said : ---------------- "Good Day Michael,

I hope this email finds you well.

Kindly note the seller says he won't have stock to dispatch the replacement unit so they will have to pass credit.

We apologise for any inconvenience caused

Kind Regards Makro Online Support. " ----------------

Here was my exact reply, 7 days ago : ---------------- Good day

Please could you elaborate more on this for me? Is it a case where he WILL have stock some time in the near future? Or the item is discontinued? Your reply is so automated and rushed and vague and frustrating. I do not wish to get store credit, I only wanted that specific item from your store - I would prefer the money back in my bank account and to shop elsewhere. Your website should have indicated unavailability of the item. Please advise exactly what happens next with my refund. I am really disappointed with my first time experience shopping through Makro online and do not wish to support you by buying some other random thing that I don't need with 'credit' you are offering to reimburse me with. The way you say ' they will have to pass credit ' to me is so vague - what does that even mean exactly?? I am a consumer concerned about my money I have payed, show some respect for that and reassure me exactly how and what happens next.

Please treat this with urgency and escalate the matter to your manager if you can't handle it, I will not hesitate to complain about this on HelloPeter and other similar company feedback platforms. " ---------- I have not received a single response to this in 7 days, nothing at all. I believe this puts things into perspective with regards to this review, and the pathetic service I have received as a first time shopper with Makro online.

What should I think? Where is my feedback, acknowledgement and reassurance that my payment I made weeks ago will actually be refunded?