Online store and support are pathetic

I ordered some cat food from Makro's online store on 24 October. (Order number: MAK***) It was delivered on the 25th, and on the 31st I noticed it was the wrong cat food. My cat is allergic to fish and one of the trays was a salmon flavour. I investigated the site and saw that they had an incorrect picture attached to a product (the picture was what I ordered (chicken liver) but the text was 'salmon', so I pointed this out and requested that someone come and fetch the incorrect tray and drop off the tray as pictured in the screenshot I had provided them from their site.

In all this time, I’ve had one person respond on the 3rd of November saying that the query has been escalated.

I then heard nothing until the 12th of November (a Saturday morning) when a driver unexpectedly turned up at my residence wanting to collect the incorrect product. As I was not there, he went on his way empty handed.

It is now a month later since that incident and I have been sending weekly reminders that this has not been resolved.

The only response I've received is an autorepsonder saying "This is an automated email from the Makro Customer Care team to let you know that we are currently receiving a lot more emails / messages than normal, which means it is taking us longer to reply than we would like and we are really sorry about this."

Makro, it is Christmas time. You KNOW that things get busy around this time of year and that you are going to get a lot more support tickets "than normal", so how about be proactive and hire some extra staff for this season. I have no sympathy for you. We all know you can afford it.