Urgent Complaint – Awaiting Refund Since 30 September 2024

Dear Makro Customer Service,

I am writing to express my frustration and dissatisfaction with the service I have received regarding a refund that has been pending since 30 September 2024.

I placed an online order on the evening of 30 September using my debit card. The payment was promptly deducted from my account, yet the order status on your platform displayed “Awaiting Payment.” Shortly thereafter, the status changed to “Order Cancelled.”

Given the substantial amount of money involved, I contacted your call centre the following morning when they opened. I was informed that I needed to provide a proof of payment to proceed with resolving the issue. However, my bank confirmed that it is not possible to provide proof of payment for a debit card transaction beyond my bank statement.

Despite explaining this to your call centre staff, I was met with unhelpful and repetitive insistence that a proof of payment was necessary. Your team refused to accept my bank statement as evidence, further delaying the resolution.

I have spent significant time and money with Makro, both in-store and online, believing that online shopping would offer convenience. Instead, this experience has been marked by inefficiency, poor communication, and a lack of accountability.

The handling of this matter has been appalling, and I am now left without the funds or the order. I demand immediate action to process my refund and an acknowledgment of your failure to deliver an acceptable level of customer service.

If this issue is not resolved promptly, I will have no choice but to escalate my complaint through external consumer protection bodies and will discontinue all future business with Makro.

I look forward to your urgent response.

Sincerely, ***