Order only part delivered and the rest just not coming, maybe never.

I have placed an order with Makro for stationery. The order has been placed and paid around 12January. I was contacted by a Makro employee to ask about the 40 files I ordered. Cape Gate have most of the files for the order and therefor apparently became responsible to deliver the files but they cannot even deliver part of the order because they don't have all the files, ridiculous. Apparently none of the branches have 40 files in stock but every branch have the files that I ordered and this makes up much more than what I ordered. I made it clear to the lady who phoned that the order should be cancelled if I can't get the files with the other stationery because it is useless without the files.

When I was contacted about the files I mentioned that I do not mind waiting for the files but I did not realise that the wait would be extended and I expected somebody to at least keep me up to date with the progress of the backorder. I have phoned several people and finally were given the contact number of the online manager for Cape Gate. He promised to sort out the problem, when I phoned to follow-up I am told he is not in the office and my calls get cut continuously or the phone just rings and rings and rings.

I tried to phone the online support line in Sunningdale and had the same experience with them, which I find extremely strange. You hold on forever and then when they answer they promise to sort out the problem but then the phone call is just cut and when you phone back the same thing happens. This after you held on for about 20 minutes and then spend more time explaining your problem. This is a mystery, very strange behaviour.

I do wonder what is so difficult in delivering 40 files. How long do we have to stay without files because Makro does not stop you from ordering an item online when they don't have enough stock to delivery. The goods are paid and then you receive half of the order the part you don't need and made clear you don't want without the files.

Why can't you just tell a person how long it will take to get 40 files from different branches to solve the problem of your customer who is sitting without files. I could have gone to the shop and purchased the files and not have the problem of sitting without files and experiencing the treatment from the staff for not making any effort to get at least some of the files to us to solve our problem.

This totally does not make sense, at least phone the customer and tell the CUSTOMER WHAT IS HAPPENING AND DON'T HAVE THE CUSTOMER WASTE PRECIOUS OFFICE TIME TRYING TO DO YOUR JOB FOR YOU TRYING TO FIND OUT WHERE THE FILES ORDERED ARE AND AFTER COUNTLESS CALLS STILL END UP NOWHERE. WHAT KIND OF SERVICE IS THIS FOR SOMEBODY WHO HAS ALREADY PAID AND THE DESPERATELY TRY EVERYTHING TO GET THE FILES OR SOME PART OF THE FILES DELIVERED.

NOBODY TAKES RESPONSIBILITY OR RESPOND OR HAVE AN ANSWER.

WHATEVER NUMBER YOU PHONE ENDS UP IN A DEAD END.

IS THIS THE MAKRO WHERE I BUY MY GOODS.

I MUST SAY THIS IS A VERY STRANGE AND EXTREMELY FRUSTRATING EXPERIENCE AND NOBODY CAN HELP.

At least let me know what is happening don't make excuses and cut the phone calls every time for whatever reason and don't deal with the issue. If I was shouting and or being rude I could understand but I am was not, the goods are paid for and I started pushing harder for the goods to be delivered but I am getting nowhere. I think anybody would start pushing harder.

HOW LONG IS THIS ORDER NOW GOING TO END UP TAKING TO BE DELIVERED. MAKRO HAS THE MONEY SO WHY SHOULD THEY BE BOTHERED. THEY DELIVERED WHAT THEY FELT WAS IMPORTANT NOT WHAT THE CUSTOMER SPECIFIED IS IMPORTANT.

I am helpless and left at the mercy of the staff who for some reason can't assist.