Poor service delivery with online purchase

I for the first time ever bought at Makro via the online platform on 29 November 2019. On 13 December 2019, I received an email apologizing for the late delivery and blaming Black-Friday for the delay. I tracked my order online and saw that the order was packed on 14 December 2019. I again received an email on 19 December 2019, with another apology blaming Black Friday and promising that the order will be delivered by 23 December (a R100 voucher was awarded to me - too little too late). I received a call on 20 December from Makro Carnival that wanted to know if I was satisfied with the delivery of my order. As I have not yet received my order, my response was “not satisfied at all”.

I phoned ***on 23 December 2019. The call centre was unable to help. I thereafter phoned Makro Carnival, however, the managers are not interested in helping me and did not phone me back – despite promises to do so. The switch board however had some sympathy for the poor service delivery received from Makro, again apologizing for the delay. I told them that it is crucial that my order must be delivered, if not on 23 December, then at 08:00 on 24 December. A no-show on 23 December and at 08:00 on 24 December. On same day, I again phoned Makro Carnival at 09:00 and was directed to the online department. I was told that Makro cannot give me and indication as to when the order will be delivered, as “they” were in a meeting. I would have received feedback within an hour. Needless to say, it is two hours later…. No feedback and still no delivery or an indication as to when I will receive my order.

I DO NOT recommend Makro Online!