Missing pedals and bell for Raleigh girls bicycle

I had a online chat with a Makro consultant on 25 February 2021 on a problem we had with my daughters bicycle (Raleigh Enduro 2.0 Girls MTB 20"). We bought it from Makro Carnival, Sunday 21 February 2021, 11:30 AM, at cashier nr 43, invoice nr 590. Have the till slip. Our Makro card is registered in my husbands name.

The pedals and bell that should have been included in the was missing from the box when we opened it 25 February 2021 in the morning. The box was fully sealed thus there was no reason to suspect that something was missing. I then logged the call with Makro via an online chat with an consultant immediately. The consultant confirmed that they have our details.

Initially the consultant asked if we could not travel back to Makro Carnival to return the item. I indicated that we could not travel back and we were not at fault for these items being missing, thus I asked whether they could pick it up in Secunda to exchange it with a new product. The consultant indicated that they would keep me up to date on whether Makro will cover the delivery fee and come and exchange it today (03 March 2021) in Secunda. Up to now I also did not receive any reference number for my query.

Thusfar I have not had any feedback from Makro yet. This is my daughter's birthday present and I would have been grateful for any feedback on this. So now we sit with a bicycle without pedals and without a bell, for which we fully paid......Thus we did not receive the product we paid for.

Still waiting for Makro to come back to us.......Extremely disappointed.