Order never even processed it's been two weeks. Delivery date not met

Dear Makro

I am writing to express my absolute disgust and frustration regarding the appalling service I have received in connection with my recent order. On November 27th, I placed an order for a mattress urgently needed for my disabled son, who cannot walk and requires specific support for his condition. The order confirmation stated delivery by December 7th. However, as of today, December 8th, I have yet to receive the mattress.

My attempts to resolve this issue have been met with an alarming lack of professionalism. Emails to your company have gone unanswered, and phone calls either get dropped or yield no resolution. When I finally managed to speak to someone, I was informed that the order had not even been processed with the supplier—despite the fact that my payment has already been taken.

This is completely unacceptable, especially given the urgency of the situation. My son relies on this mattress for his comfort and well-being, and your failure to fulfill this order or even communicate effectively demonstrates a shocking disregard for your customers, particularly those with urgent needs.

This is not the first time I have encountered issues with your company, and I am beyond appalled at the repeated failure to provide even the most basic level of service. Adding insult to injury, your representatives have refused to offer a meaningful resolution to this matter.

I demand immediate action to rectify this situation:

1. Expedite the processing and delivery of the mattress without further delay.

2. Provide a detailed explanation for this failure and what steps you will take to ensure it does not happen again.

3. Issue a formal apology and consider appropriate compensation for the distress and inconvenience caused.

Failure to address this matter promptly and satisfactorily will leave me no choice but to escalate this issue further, including filing a formal complaint with relevant consumer protection authorities and sharing my experience publicly to warn others.

I expect a response within 24 hours confirming the actions you will take to resolve this matter.

Sincerely, Zeldine Venter Mak***