Terrible Service At Makro Online

I am very disappointed at the communication levels that Makro has had regarding my incomplete order.

On Monday the 10th of June 2024 I expected a delivery of 2 x Marco luggage bags, one item being R 599 (BAG145B-20) & the second item being R 799 (BAG145B-24). The Courier guy driver presented one item and I asked where the second item was. The driver advised that they were not provided with the second box.

I proceeded to call The Courier Guy contact centre and I was advised that they received one box for delivery. The box actually makes reference to 1 of 2 boxes, I have attached the photo that I took of the box I received. On Monday I was in contact with Tebogo on your WhatsApp channel of communication as I had received an email that the delivery had been completed. He advised me that my order is a split order. Firstly how would this be so as it was not communicated to me as a client and why would the confirmation of delivery not reference the fact that one item was delivered out of the two. I later spoke to a gentleman by the name of Tshepiso who advised that he would escalate the matter.

I have been awaiting some form of correspondence or tracking number so I would be at ease that this matter is being taken into consideration. I had to call again this morning and I spoke to Hlengiwe. I am disturbed by the fact that I was asked which one of the two items in the order I have not received. If the matter has been escalated, how then has it been dealt with if there is no knowledge of which item has not been delivered?

I also do not know what the turnaround time would be, Tebogo advised me of a 2-5 working day turnaround time based on your SLA however how do I trust this if the order was not delivered correctly from the onset. No one sees any reason to firstly apologies for the inconvenience that has been caused. I am the one who has to follow up because unfortunately I am the one who is in need of the product.

There is no amends to the situation and my airtime/data and time is wasted over and above the monies spent purchasing the product. I have only really complained on day 3 because there seems to be no urgency in the matter.

When can I expect communication from Makro if ever regarding the status of my botched order?