Poor Customer Service Experience – Makro Gonubie

Dear Makro Management,

I am writing to formally express my dissatisfaction with the poor customer service I have experienced at Makro Gonubie regarding my purchase of a Hisense 5-plate gas stove (Model: HHU90GABK).

Background

On 30 October 2025, I visited Makro Gonubie and was informed by a sales agent of a special on the Hisense 5-plate gas stove priced at R2999.00. The agent advised that only two units remained in store. I requested that she keep one aside for me, as I intended to return the following day to complete the purchase.

On 31 October 2025, upon my return, I was informed that the stove she had reserved for me had been purchased online. The agent, however, assured me that she had already placed an order for a replacement unit, expected to arrive on 3 November 2025. Based on this, I proceeded with payment While I understand that the sales agent was not at fault for being unable to reserve stock, my concern lies with the poor communication and follow-up that I have since experienced.

Complaint

On 3 November 2025, I received no feedback from Makro regarding the arrival of my stove. I phoned the store late that afternoon and was told the unit was in transit and that I would receive an update by Wednesday, 5 November.

5 November came and went without any communication. I called again and was told the item was still in transit.

On 7 November 2025, after still not hearing from anyone, I phoned again at 10:00 AM and was informed that the delivery had been cancelled, with no reason provided. The agent promised to follow up with the manager and call me back shortly.

By 12:00 PM, having received no feedback, I went to the store in person. The agent was on lunch, so I waited approximately 20 minutes for the manager. The manager stated that he had not yet found out why the order was cancelled but would contact the buyer and provide feedback before the end of the day. No such feedback was received.

Today, after another follow-up, I was informed that there has still been no progress, and that an inventory liaison would contact me.

Summary

I am extremely disappointed in the lack of communication, follow-up, and accountability from Makro Gonubie. I have been more than patient and accommodating, yet I have received no clear answers or resolution.

At this point, I would like clarity on the following:

When will my stove be delivered? If the item is no longer available, why was I allowed to pay for it?

I expect prompt feedback and a resolution to this matter. Should this issue remain unresolved, I will have no choice but to escalate it.