Terrible service from Makro!

On 01/09/2023 i placed an order and PAID on their online platform for an Air fryer for my wife's birthday and their delivery date indicated '2-5 working days' for the delivery of their product. On 02/09/23 i received a notification indicating that the product has been packed and will be delivered by 07/09/23 a day before my wife's birthday. On the morning of 07/09/23 at 06:35 i received a notification saying that the product has been handed to the courier and that i should expect delivery within the same day. When i had not received my delivery by 4pm the afternoon i decided to phone the local courier companies in my area just to find out if maybe my product is still coming and to my luck the first company i phoned told me that my details does pop up on their system but they unfortunately dont have my product because they tried collecting it 3 times during the day and every time the product was not ready for delivery.

I then decided to phone Makro customer care to find out what the problem where i found out to my surprise that they werent even aware of the fact that the product was not ready for delivery because according to them and their system, the product should have been delivered by then. She then proceeded to tell me that she will find out what the problem is and if i dont receive my product during the day i should phone the next day at 10am again to find out what the problem is.

On 08/09/23 (my wife's birthday) at 10am i phoned the customer care again to which the agent told me they tried contacting the 3rd Party company that supplies the product to find out what the problem is but they didnt receive any response from them so there isnt much they can do for me and that i should wait till monday (11/09/23) for them to request the product again and start the process again. I asked her to please contact me during the day to explain as to what the problem was in the first place and also to keep me updated as to what is happening with the whole process to which no one contacted me back!

On 11/09/23 i phoned their customer care yet again to find out what is going on to which i received the exact same answers as previously which was the 3rd party company still didnt get back to them so they are still waiting to hear what the hold up is and they also cant give me a date as to when my product will be delivered and by this time i was extremely angry and asked to speak to their supervisors regarding this matter because no one even had the decency to phone me back to explain what is going on but everytime the floor supervisor was busy on another call and they cant speak to me right now and every time i have been asking that they please phone me back but they never did.

On 12/09/23 i was extremely angry and irritated by the way i have been handled that i told the agent that i dont want any more excuses or even their product but i'd rather just want a refund and i also dont want to wait 7-14 working days as per their policy but that i wanted my money back asap because i have waited too long to which she told me that she will put in the request for me and that i should wait. I asked once again for them to please call me back so that i can be aware of the progress to which no one did once again!

On 15/09/23 at 10am i phoned the customer care service once again demanding to speak to the managers because none of the agents can help me or has authorisation to which the agent said no one is available at the moment but they can ask for them to phone me back after an hour or so. When they still didnt phone me back almost 3 hours later i decided to phone yet again to and i spoke to yet another agent again and i asked if he cant put me through to their finance department or something to which he said no they work on a ticket system so their back offices doesnt have a line to contact, he also then went further to say he will try to look further into the situation as much as he can and will try his utmost best to get back to me or one of his managers to which no one did once again also! He contacted me later during the day via email asking for my banking details for the refund and i sent everything through via email as well. I received another email 2 or 3 days later from someone different asking for my banking details via email again and i responded by saying i did already submit my details and if they have any queries they should contact me on my cell number.

Today (26/09/23) i decided to phone them once again to find out what is happening because i did not receive anything or communication for the past week from them to which the agent told me that my refund has not been lodged yet because their finance system is behind so they dont know when they will get to making the payment and i asked why i wasnt informed in this and all she said was the previous agent i spoke to was supposed to tell me about the problems they are experiencing in finance and i became upset yet again because they are beating around the bush the entire time, i asked to speak to the manager immediately regarding and once again they were busy and couldnt attend to me immediatley so she said they will call me back. 30mins later the agent phoned back saying her manager requested my id nr because it wasnt in the banking information i sent but it was also never indicated to me that i should add it meaning the process would have prolonged yet again and i wouldnt even have been made aware of it. I asked the agent yet again for her manager or supervisor to contact me back within the hour after the call to give me an update as to what is happening but i still have not received any call or communication from them!