ONLINE ORDER DISASTER

I am very unhappy with the poor service I received form Makro Gonubie. It is a new store, and you would think “new brooms would sweep clean” but that could not be more untrue. I placed an order for three items online for Pickup on the 19th of June 2025. It consisted of Castrol Radicool Sf Premix Coolant, TotalEnergies Quartz 9000 Engine Oil and Heineken Alcohol Free Lager Non-Alcoholic Beer. When i went to pick up my order they gave me the wrong coolant as the one i had ordered was apparently out of stock. I was puzzled as this did not restrict me from making my order online in the first place. Out of Stock items should be marked as out of stock online or deleted from electronic inventory. But further than that I question, is it Makro’s policy then to just replace an ordered item with an item of their choosing WITHOUT consulting the customer? They promised to courier the product to me when they get it in stock. Days later and the excuse was that the staff member that does the ordering was not in. How can one person hold up production of a major store to that extent? Weeks go by and no word from Makro. I need to call in each time to which its the same excuse. We will get the manager to call you back but no word form the manager. Eventually when the manager did call, he went on to say that the INCORRECT coolant they originally gave me will be sent again to me if I want it delivered to me as the one I wanted shares the same barcode as the incorrect one they gave me. How could this be?? I asked for a refund PLEASE. He asked me to go online and trigger the return on my Makro Profile once it’s been marked for Collection. He also said that if I am unable to trigger this return on my profile, he can arrange to have this done on my behalf. I agreed to him doing this on my behalf as I now had little faith in the website. Nevertheless i went online everyday thereafter for days to see if the RETURN button was available for me to initiate the refund and it was NOT. Neither was it done "on my behalf" as arranged. Another phone call later i was told they were having problems with the website and their IT department was trying to rectify it. One excuse after the next. Weeks had gone by and only on the 11 July was i able to finally get my account credited. Makro has a BAD reputation for Online orders, Return and Refund Policy and total disregard for timeous after sales customer service.