No order after a month! Medically needed item of R2000. No hope of a refund either.

It is so pointless posting here as all Makro does is Nothing. It results in nothing. This is a fact. But I am desperate and now going to post my story all over social media platforms in the hopes of some responsibility being taken by Makro.

On 30 April 2026 I was called to be informed that DPD Laser (the courier) has admitted that they have lost my order and will proceed with an investigation. Obviously upset, I request to proceed with a refund. I called in 4 May 2026 as no refund process has begun. When calling in, Makro has stated I need to wait on feedback from the courier, they cannot proceed with a refund. I was refused to speak to someone more senior as "they will tell me exactly the same thing". It is now 6 May 2026, no order, no hope of a refund and my 88 year old grandmother is still suffering. I am forced to go the legal route, this is completely unacceptable, I feel Makro has ****** my money and refuse to take responsibility in any way. How can you do this to an elderly person?

This is my previous Hello Peter review: I placed an order on the Makro website on the 8th of April 2026. My order was set to arrive 14th April 2026. The 13th of April 2026 I was informed by DPD Laser there was a delay, however I should receive my order by the 15th or 16th of April 2026. Today is the 28th of April and still my order has not arrived. I have sent countless emails and phonecalls (at my cost) which have resulted in being told "we will escalate and get feedback from the couriers" numerous times. I've received 1 phone call from Makro as a result of my last Hello Peter review from a Gloria, which has given me the same feedback that she will escalate and contact the couriers and she will keep in touch, there's been zero communication from Makro As a desperate measure I've gone into a Makro store on the 23rd of April 2026 to speak to the online shopping manager on site Ashraf (Makro Ottery), he called DPD Laser only to be told my order is still in JHB (I am in Cape Town), it hasn't been booked yet and they don't know why. I called DPD Laser directly after that and was reassured someone would call me back, no one has called me. So neither DPD Laser nor Makro has taken responsibility for my order. I ordered a medically needed item costing R2000 for an 88 year old with no knee caps, it is urgently needed as she needs to walk but is unable to without a rollator. My money is gone, no order has been received. There's been no sense of urgency. Makro keeps contacting me to complete surveys because apparently my case has been resolved but I HAVE STILL NOT RECEIVED MY ORDER, so how can the case be resolved? This is frustrating as hell!!!! What am I supposed to do? DPD Laser as well as Makro has failed me. I am utterly disgusted by the disgraceful service I've received thus far. Makro has failed us :-(