Poor online service delivery

Order placed online on 15/12/25, expected delivery date 23/12/25. I followed up on my delivery on 22/12/25, as there was no progress updated on the portal. I was assured that delivery will take place as order fulfillment team needed to create a waybill for collection from their supplier and then delivery to an address in JHB. On 24/12/25 , I followed up once again, this time it was escalated and provided a ticket number: 25707. On 25th ( Christmas Day) I receive an email that my order was cancelled, supplier is out of stock, a refund will be processed. This was meant to be a christmas gift for my niece, resulting in her not receiving her present. It is ridiculous that Makro does not take responsibility for items sold on their platform and payment collected by Makro. why was my order not fulfilled? Makro team created a false expectation, resulting in a loss on my side, no christmas present for my niece Order number: OD*** Natasha Bodasing