Unacceptable customer service

To whom it may concern,

Today will be the third week since my wife and I placed the order for a washing machine on the Makro website (25 November 2019). Once placed, the order was said to be fulfilled within 2-5 days.

After constantly checking on the website for progress on the order and noticing no movement, we contacted the call center to confirm if there was an issue.

After being given a reference number for the call we were told we would be contacted shortly with information, but that it was likely due to a stock shortage, despite the website stating that the item was in stock.

Time went by and we called again, this time being told that the Riversands branch was fulfilling the order and was provided the direct number to contact them. After speaking to one of the managers, we were told that the online orders manager would contact us. When we were contacted we were told that the Riversands branch was not dealing with the order at all but they would investigate.

Once again the call center was contacted and we were told someone would contact us to assist. This did not happen. We called again to be told the same thing.

On Friday the 6th of December I spent an hour trying to contact the Riversands branch to no avail and another 45 minutes to the call center, where I was told I would be contacted within 5 hours

It is now the 9th of December, with multiple wasted phone calls, speaking to staff who provide the same "copy - paste" response over and over and still we are no closer to recieving our order. We are unable to even cancel the order so as to purchase another washing machine.

This was a purchase of necessity as our current washing machine broke, and we chose Makro as to purchase a new one. We accepted the initial delivery time and prepared to pay external laundry services in the interim.

This is deplorable customer service and one could only dream of someone in charge contacting us and explaining how this can be considered acceptable business practice.