No customer Service, No Feedback but quick to sit with money belonging to the customer

Hi

I had just sent in my complaint over your website and I am even more upset as your enquiry section does not even work!

We shopped at your Makro store in PMB yesterday not knowing what we were getting ourselves into. After our shopping, the cashier scanned all the goods and my husband did a payment using his SAVINGS card. EFT Pad shows approved and my husband gets an sms from his account saying the money had been out his account. The cashier then notices her system is frozen therefore she scouts about for someone to assist. The lady comes, says there is nothing she can do, she needs to get IT, IT guy takes over 5 minutes to arrive, no greeting. Just reboots the system and off he goes. The cashier notices that the system is still frozen and she just sits there, after 15 minutes I ask for the manager. The manager arrives R Padayachee, says there is nothing he can do and that we must call Standard Bank. Due to Makro system now all the inconvenience is on us, we call the bank and they confirm that the money has gone out my husband’s account, confirms same with the manager. He then speaks to some person Neelan who obviously tells him what to do but shows no interest to come to us to assist. We stand again over ten minutes waiting for this Neelan person who eventually tells R Padayachee that he is busy with something else. R Padayachee says after 15 minutes there is nothing he can do and we must do a purchase again for the same goods. If the money goes out twice then we must come back to the store. I wanted to leave the store immediately but my goods were paid for and because your system did not print a receipt, no it becomes our problem! My concerns and questions to Makro is:

1. My husband needs to take time off from work to come sort this issue, will Makro compensate him for this? 2. Petrol????? We all know how costly this is so will we get compensated for our time running around? 3. Had we not have the funds to do a second purchase on the same goods, Would Makro expect us to walk out empty handed as you have a faulty system in place? 4. I have checked my husband’s bank statement and YES the money has gone out twice, we had certain responsibilities for today BUT because our money is sitting in your account. We cannot fulfil what we supposed to do. 5. YES R1029.90 is just a small amount sitting in Makros bank account but to us that money means a lot, so is there anybody employed at Makro that actually has concerns for their customers? 6. I will NEVER shop at Makro again and my family and friends will hear of this, I just want my money back ASAP as it does not even belong to Makro, I am shocked to see the way a huge store like Makro is being run. There is no customer service, all the concern is with your goods. 7. Why did we need to do a second purchase for the same goods before we leave the store? Why did Makro not refund us our money and if the money did get reserved and come back into our account, surely we would have been back to pay the money. NO-it’s all about who cares about the customer EVEN if it means pay twice for one set of goods-ridiculous

Please can someone intervene and sort this issue. I just need my money back