Order

Hi there,
I would like to make a complaint about the service and for the order. I made an order on the 29th of November 2025 the order number is OD***. Firstly I didn’t know my order was separated into 3 and coming in different stores there was no communications around this cause I chose a store that would be convenient for me and close because I live in Khayelitsha i chose the Makro that is in Ottery. I received Half of the order on the 2nd of December the soft drinks after I received a message of WhatsApp that my order takes 3 working days to arrive. Still there was no communication if the order is separated into 3. Today is the 4th of December and I called the customer service team to understand what is happening with the order and I was advised that my order is separate into 3 and today I’ll get a delivery for my order which is part of the whole order I made. I was told the rest of the order will be made on Monday the 8th of December which now passed the ETA i was given on WhatsApp. I was given a call centre number *** for the Makro that is in Cape gate where the rest of the is the agents I spoke with they were ******** around this I spoke with 4 agent asking them is they can change this so that I can collect this in store in Ottery. The 1st agent that was Phozisa she placed me on hold when she was back on the line she placed me on mute and she dropped the line. 2nd Agent was Lebo she kept pretending there’s a bad line she dropped the line. The 3rd Agent which was Sifikile advised me about the same thing about the order being delivered on Monday I kept on asking the reference number of the previous call which she was not paying attention to it after explaining to her i have an upcoming ceremony this weekend I cant this order delivered on the 8th i need this to be arranged i can collect it i ended up cancelling the order she dropped the call without a confirmation if the order was cancelled because she didn’t want to provide the reference number of the call. I then call again and I spoke to Noluthando which she was speaking over me when ever I try to speak trying to explain to her what’s happening she advised she can’t give me the reference of the calls I made. This has been an extremely stressful for me and causing an inconvenience for me cause I made the order prior for having such a bad experience and services i need my refund and compensation around this issue and I am taking this to the ombudsman