Unacceptable Online Service – Missing Item, Poor Communication, and No Assistance with Cancellation

I placed an online order with Makro for two items, but only one item was delivered, and I received no communication or update about the missing item.

A week later, I decided to follow up and called Makro’s customer service today. I first spoke with Amber, who told me I needed to contact the courier myself. When I called the courier, they informed me that Makro hasn’t even issued the order yet.

I then called Makro again and was connected to Nolly, who hung up on me while I was still explaining my issue. I called once more and spoke with Kamogelo, who said she could not assist with a cancellation and that I must contact the store directly — but she could not confirm which store my order was linked to. She gave me a *** number, which does not go through.

Out of desperation, I tried the WhatsApp route, but the chat has been stuck on “Let me put you through to someone who can help” with no further assistance.

This entire experience has been extremely frustrating and disappointing. There seems to be no clear process or accountability, and I am still left without my item or any way to cancel and request a refund.

I am requesting that Makro immediately cancel the undelivered item on my order and issue a full refund for it. I would also appreciate an apology for the poor service and lack of communication.

Order Number: OD*** Date of Order: 22/10/2025