orders do not arrive

I am not big on online reviews but I am moved to post on this one as I hope it causes Makro to rethink their online strategy and also serve as a warning to anyone who want to order with them while this is the current state.

I ordered a Hoverboard through Makro . The supplier is a company called Fair Price Deals . I saw it was packed and ready for collection on the same day. (13 Dec.) I was surprised as it was a 3 week delivery time . 3 weeks later I followed up and below is small transcript of my interaction the was emailed to Makro ( with no response and to no effect)

I refer to my call today 5 Jan 2024 at 12h36 - where I asked to speak to a manager about how this order has been handled and that lack of customer service in relation to it.

I was transferred to a gentleman who identified himself as a manger (he refused to give me his full name) . I then asked if this call was recorded and he confirmed it was.

I was advised that he would be calling me back on that day after he had contacted Marketplace to advise whether they can find a product replacement for the order and when it would be available. that never happened.

I am hugely frustrated by the lack of feedback from Makro Online regarding this order. Makro order status MAK*** - which was CONFIRMED as in stock and packed on 13 Dec. Nothing was received from us and no update was provided until I called for the first time on Tues, 2 Jan 2024 to follow up.

In addition - during one of the numerous (recorded) calls to your call centre on Tuesday, Wednesday and Thursday to check on the status of this delivery - I was advised by a customer service agent that the courier had in fact arrived for pickup on two separate occasions only to be turned away.

Which begs the following questoins: Given this information by the courier company, how is it acceptable that nobody from Makro Online (who I placed the order with - not a third party) not see it fitting to provide any update to the customer? Why was it left to the customer to call in order to chase up?

I would like Makro Online to investigate all their suppliers - If they cannot commit to stock - drop them. If they don't work 24/7 , drop them. Makro names is forever tarnished in my eyes and as someone who has been ordering goods online for a long time , they are getting it desperately wrong. Hold your suppliers to account. They are making Makro ( a massive brand) look useless and ***********.