Poor service on the refund issue

I am writing to express my deep dissatisfaction with the poor service I’ve received regarding a refund that has yet to be processed.

On the 17th of March 2025, I purchased a TV stand from Makro online. Shortly after placing the order, I realised I had selected the wrong item and promptly cancelled the order, requesting a refund of R4,999. Since then, I have been following up with your customer service team almost every week, yet the matter remains unresolved.

I was issued a reference number, ***, and have spoken to several consultants, including Mojalefa and Letswane. Unfortunately, none of them have provided any meaningful feedback or resolution. I am repeatedly told that the issue has been escalated to the finance department and that the refund will be processed, but more than two months later, I have yet to see any progress or communication.

To make matters worse, despite being promised callbacks and updates, I have not received a single follow-up from their team. I find it unacceptable that I, as the customer, must constantly initiate contact without any effort on your side to resolve the issue or keep me informed.

For a company of Makro’s size and reputation, this level of service is extremely disappointing. The lack of transparency, accountability, and urgency in handling what should be a straightforward refund is frustrating and unacceptable.