Pathetic service from Makro Online Shopping.

Absolutely horrific service. I ordered a Gas Geyser from them on the 17th Feb 2025. What was delivered to my house by a courier was a set of steel shelves in a broken box with bits and pieces of metal falling out of it (I wasn't at home to receive the order at the time as the courier had not informed me of delivery date/time).

I contacted Makro immediately upon discovering the mistake to tell them they had sent the wrong item and asked for the correct item to be delivered at the same time they fetched the wrong item. I was told that this would be noted and I could expect the courier within the next 3 business days. Again, no notification from the courier - he just pitched up at my house and demanded the (wrong) item back. When I asked for proof of the fact he'd taken the item, he became irate and tore off the waybill and literally threw it at me.

I heard nothing from anyone at Makro regarding the original order, so on Friday 14th February I placed a call to customer support and was told that before I could get my order, the item that had been returned must first be assessed and checked, and if it was in good order (it wasn't as I had been delivered a torn box with pieces falling out of it) - only then would they make a decision. I asked to be contacted later that day and the lady assured me she would call me back, but I never heard anything.

Today I phoned Makro Customer support again and spoke to Given. He told me that he was aware of my situation and that I would be getting a refund (this is the first time in all my dealings I have been told this). I asked him when the refund will happen and he said it will take 24 to 48 hours. This is completely unacceptable.

Makro took my money on the 17th February, delivered the wrong item, failed to contact me regarding my return, and now I'm being told I must wait another 2 to 3 days for a refund? I then asked to speak to a manager and held on for over 17 minutes when Given finally came back to me and said that there "were no managers around" to take my call.

Given has promised to call me tomorrow morning. (26 Feb 2025. I will provide an update if this happens.

I am utterly disgusted with this level of no service, no care, and on top of it, the attitude coming from Makro that it's somehow my fault the wrong item was delivered and therefore I must now wait for whatever corporate "process" has to take place. I have spent a fortune on phone calls and time trying to sort this issue out - I guarantee they won't dream of refunding my time and money wasted for their mistake either, never mind interest on the money I paid them over two weeks ago for zero product in return.