Pathetic online shopping experience at Makro

Ordering from Makro online has been a pathetic experience.

I placed an order for LED downlights on 25th September. On Friday morning, the 28th, I got a call informing me that you were out of stock of the 4.7w, but had the 6w instead. The person said they were the same otherwise, and confirmed when I asked that they were the same “cool white”. So I agreed to the substitution. Later that afternoon I got an SMS saying my order was cancelled. It was also deleted from my online orders so I could not track the progress. This was very strange.

On 1 October I e-mailed to query the order (but to date have received no reply).

On 2 October I got an SMS that the order is on its way, and indeed it arrived the same morning.

However, the lights I received are “day light” and not “cool white” as I ordered and specifically asked for on 28 September. Not at all what I wanted or expected. Why did you not tell me that you did not have “cool white”?

Furthermore, how can you in good conscience package 15 individual LED downlights in a plastic courier bag?!! The bag had two holes in it and the 15 boxes were just bumping around. I find this so shocking that it is almost funny. Do you not provide boxes for fragile items? Is it your usual practice to dump everything into a plastic bag? You can argue that they arrived safely, but it is insulting to receive items packed like that.

Perhaps you should take note of the fact that your online competitors use boxes; I will certainly hesitate before using Makro online shopping again.