Order not delivered and rude employees

I am highly disappointed with the service that I have received from Makro call centre and Makro Silverlakes. The level of disrespect that I was given I cannot even compare it, I am a customer based in Bronkhorstspruit who have been buying at Makro Silverlakes for years. On the 6th November I place an order online around 8:30 am for delivery at Bronkhorstspruit. After placing an order I realised that part of the order which is x4 Sparletta Coldrink were made for pick up at the Silverlakes store. I immediately (08:56 am) called the call centre and the lady told me to hold as she wants to talk to the store. She then came back and said the store indicated its fine they will combine my orders, and they will call me if anything extra they would need. On the same day no one from Makro call centre or the store called me.

On the 7th November I received a SMS and email saying the order has been handed to the courier person and that the other one is ready for collection. At 8:00 am I called the call centre and they indicated that an escalation was made the previous day and the store has not responded and that a new escalation will be made. I then called the store and the lady who assisted me indicated that on the 6th she saw the error, but to my surprised she never called to check if there was an error or something. And that they never responded to the escalation. She told me she is calling the courier person and she is also liaising with her manager she will call me back. To date no one from Makro has called me. Around 2:00 pm on the same day I called the call centre, and the gentleman who pick the phone just put me on hold for more than 30 minutes. No one called after that.

I do not know what level of disrespect this is. I would have gone to Shoprite and bought the things that I wanted, but I choose Makro who at the end made me waste my energy, time and airtime. As rude as the employees are, how do you let a person on hold for more than 30 minutes without saying anything. With my own airtime. I won’t cancel my order as the mistake was not done by myself, I cannot order for delivery and then say a portion should be picked at the store knowing very well I am based far from Pretoria. I would like my order to be delivered, and action be taken for all those who failed to do their job. I wasted my airtime, and no one is going to compensate me for that.