Unacceptable Service from Makro

I placed an online order for essential groceries with Makro on 05 August 2024. It’s now been two weeks, and I still haven't received my order. Despite contacting customer service five times—via phone, email, and WhatsApp—my issue remains unresolved. Each time I reach out, I'm told the matter is being escalated, but there has been no proactive communication or feedback from Makro. I've had to follow up on my own, which is both frustrating and unacceptable.

I live in Durban, but I was informed that my order was mistakenly processed at a Johannesburg branch. I was told that this mistake is difficult to correct, which is baffling for a company of Makro's size. These groceries include essential items, and because of Makro's failure to deliver, I’ve been forced to go above my budget and make purchases elsewhere for some of these items, despite already having paid Makro.

I’ve spoken to several consultants, including Nkululeko, a team lead who assured me he would help but hasn't followed through, and Ronald, an online dispatcher at Riversands Makro. Ronald mentioned that the waybill for my order isn’t printing on his side, and he’s been waiting for assistance from head office for two weeks. This lack of urgency and accountability is beyond disappointing.

As a long-time loyal customer, I am deeply dissatisfied with Makro’s service. Companies like Checkers and Uber have consistently provided excellent service, and they quickly address any issues. Makro, however, has shown a complete disregard for its customers and their needs.

I am demanding that Makro either delivers my groceries immediately or refunds my money. If this issue is not resolved promptly, I will not hesitate to take legal action. This experience has made it clear that Makro does not value its customers, and I will certainly take my business elsewhere in the future.