Nthabiseng (Whatsapp Chat), Eugene (customer complaints), Mpho (Germiston store) and Grant(Finance) need to do better for customers

I placed an order MAK*** online on the 14th Feb, which was for 3 items. And chose Germiston store for pickup. On the 16th Feb at 10:07 i received a text to say my order was canceled. I used the Whatsapp chat to communicate that the refund should not be processed as i needed the order for a function the next, i can take other items of the same value. (Nthabiseng) who assisted me at the time said she would escalate this to the store. Eugene then called & advised me that i should go to the store n they will credit me alternative items at the refund value. I got to the store and the supervisor told me that their isnt anything they ca do on their side, i asked to speak to the Store manager, and was referred to a lady called Mpho who apparently is the store manager who told me i will have to wait until the money is refunded because they cant issue out the items without finance reversing the funds, They called Grant who is apparently the finance manager, who told them that they cant help me and i have to wait until the money is reversed. I was angry but more so disappointed my Makro's customer service and this is why 1. I placed my order online, the system didn't indicate that there is no stock in Germiston, because i would have chosen something else. 2. This is NOT the first nor the second time my order gets messed up with Germiston. I once ordered 6 Icetropez MAK*** n my order wasn't processed i waited 50 minutes for the **** up to be fixed in 2022 i ordered MAK*** i received a wrong order. So this is very common with the Germiston store to mess up customers orders 3. We order online for convenience but Makro clearly has been failing me in that department. i have an event to attend and i needed these items. i have been in constant communication until i got to the store but no one was willing to be helpful, instead i had to be at the mercy of store's rules and it was to hell with my plans and order. Its total bull**** that as a customer i have to be inconvenienced due to people who are not doing their job. Customer complaints is supposed to assist customers best way possible not give them excuses and unfortunately responses. They took the funds and i dont have the items and no one was willing to be helpful. The standard has dropped and the online service is not serving its purpose which is CONVENIENCE!!!!