No online complaint response, but brilliant instore management response

I had issues with a prices on my invoice and I registered this complaint on the Makro website but I did not get any response. I then approached the store management at Silver Lakes who assisted me immediately and were very friendly and the issue was resolved immediately. The one manager's name was Anthony and the other was the sales manager I think). I wish the Makro website complaints department would remove the facility online for a person to log complaints as nothing happens - (frustrating as the complaints are ignored) so that we know that we should rather go to the store to have the issue resolved...even if it takes a while as a person is not always close to the store.