Order Cancellation and Breach of Consumer Rights

Dear Makro Customer Service,

I am writing to formally lodge a complaint regarding my recent online purchase from Makro. On Sunday, I purchased two SOLONG kids’ bicycles that were listed at an excellent price. I was thrilled to find them at an affordable rate, as I intended to gift them to my children for Christmas.

I successfully placed and paid for the order, and the amount was deducted from my credit card. However, only a few hours later, I received an email informing me that my order had been cancelled and that a refund would be processed. No explanation or further communication was provided at that time.

The following day, after querying the issue, I was told that the order was cancelled because the price was incorrect. I find this completely unacceptable and contrary to the Consumer Protection Act, which clearly states that once payment is accepted for an item, the seller is obligated to honour the transaction. The error in pricing was not the consumer’s fault, and it is Makro’s legal and ethical responsibility to fulfil the order at the advertised price before correcting such an error on their system.

The way this matter was handled was extremely disappointing. There was no proper communication, no accountability taken, and no effort made to rectify the situation. I feel that Makro has breached consumer law and disregarded my rights as a paying customer.

I therefore request that Makro honour the original sale price of the SOLONG kids’ bicycles or, at the very least, provide adequate compensation for the inconvenience and poor service experienced.

I look forward to your prompt response and resolution of this matter.

Kind regards, Natasha Monteiro *** Order number OD*** Date of Purchase: 19/10/25