Poor Delivery Service and Lack of Communication

On 28 May, I placed an online grocery order with Makro and was advised that delivery would take place on 30 May. This was already longer than our usual experience, where orders are generally delivered the following day.

On 30 May, I waited at home from 08:00 until 20:00, as indicated on the tracking site. Unfortunately, the order never arrived. This was particularly frustrating as the order contained essential items that we required urgently and had planned to use that day. What was even more disappointing was the complete lack of communication regarding the delay.

I contacted your WhatsApp support channel and was assured that delivery would still take place on 30 May. However, no delivery was made. On 31 May, there was still no delivery or communication.

On 1 June, I followed up once again and was advised that delivery would take place between 12:00 and 18:00. In order to receive the delivery, we took time away from work and consequently lost a day's pay. Despite this inconvenience, the order still did not arrive during the promised time frame.

I later contacted the driver directly, only to be informed that he did not have the order. Then, at approximately 20:00 that evening, when we were already at home preparing for bed, a delivery van arrived outside. No phone call, SMS, email, or notification was sent to advise that the driver had arrived. We only became aware of the delivery after noticing the vehicle outside and approaching the driver ourselves, who confirmed that he was delivering our Makro order.

My concern is simple: why was there no communication throughout this process? Customers should not have to spend days waiting for deliveries, lose income by taking time off work, and repeatedly follow up on delayed orders without receiving accurate updates or proactive communication.

I request that Makro investigate this matter and provide feedback on:

Why the delivery was delayed beyond the promised dates. Why no communication was provided regarding the delays. Why no notification was sent when the driver arrived for delivery. What measures will be implemented to prevent similar experiences for other customers.

I look forward to your response Kind regards, Stephanie ***/ Waybill: WUM-3OBGZR ***