Pathetic online services (Order not received, still waiting)

On Saturday the 28th of October 2017, My friend and I ordered a PS4 Pro 1TB White with Destiny 2 bundle from Makro's online website.

The status of the product was LAST CHANCE meaning that it was STILL AVAILABLE but stock was just limited. We both proceeded to purchase the product online and were sent an email showing that our order was confirmed (meaning we SUCCESSFULLY bought the product).

On Tuesday the 31st of October 2017 my friend emailed Makro's online customer services to inquire about the progress of our orders, as NO progress was changed from the email link attached to the order confirmation sent by Makro to track our orders. Up until today he still hasn't received a REPLY and the order status remains ORDER IN PROGRESS.

On Wednesday the 1st of November 2017 (3 working days later) my friend phoned in to inquire about the progress of our orders. The person who answered (Laviso) said that they are still looking for stock and will get back to him as soon as they find stock. Now my question is HOW CAN YOU CONFIRM AND TAKE A CONSUMERS MONEY FOR AN ORDER IF YOU DON'T HAVE STOCK. Throughout the week we inquired about our orders only to get the same response from them.

On Monday the 6th of November 2017 (5 working days later) no response was received. My friend phoned them again and they gave the same exact answer from last week about still looking for stock and that they will provide a substitute for our orders. The substitute was a PS4 Slim 1TB with FIFA 2018 bundle, now the problem with this substitute is that it's of LOWER value than our original order as the original bundle came with a PS4 Pro console NOT a PS4 Slim console. Therefore this wasn't a substitute of the same value or better, thus breaking the consumer protection rights. Upset by this we both went to Makro PE after work to speak to the Online Manager about this. When we spoke with her she gave little information about the situation and said that they STILL looking for stock and said that was the best substitute they can give. This substitute was only in the benefit of the company Makro and not in the benefit of the consumer as they tried to match the same price and not the same value/ product itself. We naturally turned the "substitute" down.

The next day I emailed the Online Manager at Makro PE about the status of our orders till this day (Thursday the 9th of November) I have received no response.

On Wednesday the 8th of November 2017 my friend phoned in again and they told him that they have found ONE of the products that we ordered and said that they would ship it within 48 hours. I phoned to inquire if they found one for me and they said they were still looking for another one and would let me know by end of day 17:00pm. I received NO RESPONSE. It is now Thursday the 9th of November 2017 (the day I'm typing this review and also 9 working days later) and I have received no indication of any progress with regards to having found another product (no phone call) or with regards to a FAIR substitute of equal or better value. We will have to see if my friend gets the product tomorrow but I think this is highly unlikely.

I'm absolutely disgusted by the lack of effort by management on this matter as they have shown little to no effort in progressing the situation for us consumers.

PATHETIC ONLINE SERVICE/ MANAGEMENT.