RE: ********** ONLINE MAKRO EXPERIENCE

I ordered a 3D pen which did not work when I tried it. Because I purchased the item online I logged a return on the 17th of December 2022. Seeing that no one had contacted me to collect the parcel. I called the Makro call centre on ***on the following dates and times: 23/12/2022@16:30 27/12/2022 @09:13 & 09:18 I spoke to a consultant who promised to get back to be by 12noon. @13:45 I received an email from *** confirmed that the return was logged and that the matter was escalated. 29/12/2022 sent follow up email, no response received 30/12/2022 @08:48 I called again as I did not receive any response regarding the collection of the item, only to be told that the suppliers are closed for the holidays and will be back on the 11th of January 2023. Which is understandable, however this was not conveyed to me prior to the call. 11/01/2023 sent follow up email no response received I then called on the 12th , 13th,18th 21st & 26th of Jan as the parcel was not collected and no feedback or response was provided. 19/01/2023 sent follow up email no response 26/01/2023 received email saying the parcel will be collected by 27/01/2023 Parcel was collected 26/01/2023 30/01/2023 sent follow up email no response 31/01/2023 called at 08:41, 13:42 Manager promises to call me back by 15:00, which did not happen, so I call back at 16:09 she then promises to call me back on the 01st at 10:00, which I said I highly doubt will happen as she hasn’t kept to her previous promise. 01/02/2023 no call received from Manager , so I call at 12:19 she is unable to take my call & “ will call back”, nothing happens so I call back at 16:07 she is still unable to take my call. 03/02/2022 @14:59 speak to manager who says the item cannot be replaced as the supplier does not have stock , a refund will be processed but this takes 5-7 days. 08/02/2022 : sent follow up email,no response 14/02/2022, no refund received. Called @12:43 only to be told the matter has been escalated & they are awaiting feedback from the finance department.

What a ********** online shopping experience , which +20 calls , multiple emails & two months later is still unresolved