MAKRO WONDERBOOM - ONLINE ORDER POOR SERVICE

On 28 October 2025, I placed Order OD*** and paid using my Makro RCS card. I received an error message during checkout, attempted payment again, and received the same error. I then processed the payment via Payflex, which went through successfully.

A few minutes later, I received confirmation for two identical/duplicate orders: OD*** and OD*** and and both the Makro RCS account and Payflex were charged. Both orders were delivered on 30 October 2025. I immediately requested a refund for the duplicate order (OD***). Since then, I have followed up multiple times with the store and the Makro Online Call Centre. I have repeatedly been told that the courier company “did not deliver the items back to the store.” However, I can confirm with proof that the courier did collect the items from me. In fact, I recorded a video during the collection, as the courier initially refused to take the items because they were not in a single box—even though Makro delivered them that way. (For example, a 10kg bag of sugar does not fit into a standard box.) Despite this, the Makro app shows that my refund request has been rejected, yet no reason has been provided. To date: I have not received my refund, I have not been given a valid explanation for the refund rejection and I am repeatedly told the matter is “under investigation” with no progress or feedback.