Poor Online Shopping Customer Care

I purchased a FIFA 18 game for my younger sibling as a Christmas present on the 04/12/2017 from the Online Store. When I placed the order it stated that Makro Struben Valley had stock and I could collect it from there, as that is the nearest Makro to me, so I proceeded and made the payment. The expected collection period as per the Online store was 2-5 working days. The whole week had went by and I still received no feedback.

On Tuesday the 12/12/2017, I called Makro to find out what is going on with my online order. I had to call 4 times to just get a hold of someone and even when I did, I was just transferred to different people. Eventually I was transferred to Struben Valley and they had informed me that online store said they had stock but they don't have stock on the floor so I am going to have to wait until they get stock.

I explained by situation to them, regarding the fact that the item purchased is a gift and I needed it before the 18/12/2017 as I was returning back to KZN for Christmas. I asked them if it was possible to get it from another Makro in Gauteng, I would even travel there to get it. The staff clearly stated that there was nothing they could do to help me and I should just wait. I have sent multiple emails and I have received no feedback for any of my emails.

This is upsetting as I had paid R800 for the game, almost R50 on airtime just to be told they can't help me and now I am to go home for Christmas without the one thing my little sibling really wanted. Obviously I am going to have to purchase another gift as I can't go home empty handed and then pay postage costs for when I do receive the item. So that in the end I ave spent so much more than I should have just cause Makro Online Store isn't up to date.

Makro seriously needs to consider making improvements to their online store, train staff on how to be more empathetic to customers and train staff how to actually answer phones and mails; as this just reflects really poorly on Makro.

This was my first time using the Makro online store and it will probably be my last.