Online order: a raging disaster of no feedback and false promises.

Short version: I placed an online order 2 months ago to the day. I still don't have the goods or a refund.

Long version: I placed an online order (#MAK***) on the 14 of April 2020 (2 months ago today). The order kicked a few items due to unavailability and refunded me this amount on the 22nd of April 2020. The order went into a status of "packed", i.e. awaiting courier collection and delivery on the 20th of April 2020, and that is what it's been at till today.

Ever since then, it's been a frustrating cycle of calling their call-center, being kindly told by the operator that they will definitely escalate the matter, but it is being handled by the store and they will get back to me. I wait a week, no response or change in status. I call the center. I get kindly informed that that they will escalate it to their team of "experts" who handle this. No response for a week. Wash. Rinse. Repeat.

Fed up with this Sisyphian hell-hole of an online experience where my phone bills are starting to match the cost of the order, I call the center and request the order to be cancelled and my money refunded. The contact person kindly assures me that this will be done immediately and the funds will be deposited within 5-7 working days. That was several weeks ago. Still nothing.

In desperation, I go the actual store, which really defeats the whole point of an online order. Again, a very kind Makro employee informs me that the order is with the courier Dawnwing and I can expect it any day now. The employee looks very confused when I state that I have cancelled this order. Clearly this doesn't show up anywhere on their system. They don't even know how to handle such a situation. I am advised to accept the order when it eventually arrives and return it to the store for a refund. The absurdity.

I wait a week. Nothing from anyone. I call the courier. The very kind Dawnwing employee sounded surprised at my experience and guaranteed me that they will look into it and get back to me. That was the beginning of June. Nothing from Dawnwing since then.

I call the store again. The employee informs me that it has been escalated to the manager and I can expect a call the very same day. That was Tuesday (9th of June). Still nothing. It's like banging one's head against a brick wall, only more painful.

If you want to place an online order from this store, you will need to enjoy seeing your expectations being shattered -- and not in a good way.

P.S. All the staff were very polite, but just could not actually do anything to assist me in a meaningful manner.