Makro/Massmart Online Store

I am copying an e-mail sent to various Makro departments. Online Order MAK*** I sincerely hope this mail gets to a senior person in your Organization. The above order refers. I would like to explain a Father's/ Family's pain that this botched order is causing us. My daughter, Angelique Janssen (and feel free to check her Facebook page if you don't believe me) passed away last week Friday at 14h28, The above product was ordered in anticipation of a wake to be held for her as she was in a critical condition in ICU with a very poor prognosis. My daughter was a "nature child" and we wanted to have the service in surrounds that she loved. The transaction, I must give it to you and your partners, went smooth and delivery happened much faster than anticipated' When unpacking/unrolling the Artificial grass we realized the wrong length of product was delivered - 10 meters instead of the 20 meters ordered. I immediately went to your Amanzimtoti store who was helpful, got the support office on the line, cause I could not get hold of them - forever holding on. Your support lady promised to prioritize the rectification and indicated the query has already been marked as urgent and the replacement would be expedited. I, in the interim mailed your supplier as well and they acknowledged the problem with a promise to rectify. Response underneath in italics: Good Day, Marius After conducting a thorough investigation, we have observed that the item purchased on Makro displays two conflicting sizes in the product title: "SMTE Artificial Grass Outdoor Mat (Green, 20m)" and "Artificial Grass 25mm 10mx2m ***." Upon reviewing the product description, we found that a 20m x 25mm mat was intended to be sent to you. We kindly request that you initiate a return process on Makro, and we will ensure this matter is resolved promptly. Please accept our sincerest apologies for any inconvenience this may have caused. Order # MAK*** Order was delivered yesterday, thank you. When my installers arrived today, they found the roll delivered is only 10 meters, although your Makro add clearly states 20 meters. I am now paying installers for nothing and have to get them back at a later stage to finish the job. I have also lodged a query with Makro. Can you please revert urgently with a plan of action to rectify. I explained the urgency to then (obviously not the actual intended use). Another call to your Call center instructed me to log a return (contrary to 1st conversation) on your returns page. This I did, with a collection date of Monday past. When said goods were not collected I contacted your call center again and was this time told, nothing has been actioned, you are still waiting for your supplier to advise on course of action, before proceeding - outcome unknown. I apologise for the long-winded mail, hoping this will reach somebody with compassion who can give me a straight answer. I record all my phone calls so if there is any dispute in my version I am quite happy to supply the recordings (except for the first call that was made from your internal phone). BTW - I have been a Makro client for longer that I can remember - first as a Company and now as a pensioner. Regards This is how much Makro cares: Subject: [EXTERNAL] Online order #MAK*** Sent: Wednesday, February 12, 2025 10:45:57 AM (UTC+02:00) Harare, Pretoria was deleted without being read on Wednesday, February 12, 2025 12:39:47 PM (UTC+02:00) Harare, Pretoria. Latest email from Makro supplier: Good day, Thank you for reaching out. We are happy to replace the item; however, only Makro can book a replacement waybill for this order. We recommend following up with them to arrange the collection. Please let us know once the waybill has been booked, and we will proceed with the replacement. Best regards, From: Marius Janssen <***> Sent: Tuesday, February 11, 2025 7:21 AM To: *** <***> Subject: Re: New message from Sastro Good day May I please have an update on this query. I have spoken to Makro today and according to them they are still waiting for you to confirm if you will exchange/replace the product. They also state a collection date has not even been confirmed? Please may I have an update.