Order Never Delivered, Refund Still Not Received After a Month!

I placed an order with Makro online on 1 August 2024 (Order Number: OD***) and paid through Payflex. I received an email and SMS confirming that my order had been handed over to the courier, but on the Makro app the status has been stuck on “Ready to Ship” ever since. The expected delivery date was 8 August, but no delivery ever happened.

I called Makro multiple times and even sent a follow-up email on 13 August 2024. When I called again, I was told that the issue had been referred to the financial department and that I would receive my refund in due time. Today is 3 September 2024 – more than a month later – and I have received neither my order nor my refund.

This is the second time in two weeks I’ve experienced serious problems with Makro’s online service. The lack of communication, accountability, and follow-through is completely unacceptable.

I demand immediate action: • Confirmation that my refund has been processed. • A clear timeline of when it will reflect in my account. • An explanation for the delay and poor service.

If this is not resolved urgently, I will escalate the matter to the Consumer Goods & Services Ombud (CGSO), the National Consumer Commission, and dispute the transaction with Payflex and my bank.

Makro’s online shopping service has become unreliable and frustrating. I expect this matter to be resolved without any further delay.

Customer: Tegan Jones