POOR ONLINE SERVICES FROM MAKRO

Good day,

I am extremely disappointed with the service I have received regarding my recent online order for a walking pad.

I placed the order with Makro online last Tuesday, and the delivery was scheduled for 29 August. When 29 August arrived and the order had still not been delivered, I contacted Makro and was advised that the courier had apparently attempted delivery on the Thursday, but no one was available to answer. I was then assured that the delivery would be rescheduled for Tuesday.

Tuesday came and went, and once again, there was no delivery and no communication.

I have now spoken to approximately 16 different people regarding this order. I have received conflicting information, with some representatives advising that the courier cancelled the delivery, while others advised that the order was simply delayed.

What is particularly concerning is that I have now been informed by the courier that Makro cancelled the order.

I would therefore like to know:

Who authorised the cancellation of my order? Why was the order cancelled without any communication or notification to me? Why was I not given an opportunity to resolve the delivery issue before the order was cancelled? Why was I repeatedly given conflicting information by your representatives? When was the cancellation processed, and when was I supposed to be notified? When will my refund be processed, if the order has indeed been cancelled?

I placed the order in good faith and expected it to be delivered on the agreed date. Instead, I have spent a considerable amount of time contacting Makro and being passed between different departments without anyone taking ownership of the issue.

This entire experience has been extremely frustrating, unprofessional and completely unacceptable. The lack of communication and the conflicting information provided by your staff have made the situation even worse.

I would appreciate a clear explanation of exactly what happened to my order, who authorised the cancellation, and what Makro intends to do to resolve this matter.