Urgent complaint regarding incorrect order

I am writing to formally express my dissatisfaction with the service I received regarding my recent online purchase of two iGlide electrical scooters.

To my dismay, instead of the scooters I ordered, I received two urban manual scooters without any explanation. As these were intended as gifts for my daughter’s upcoming birthday, I immediately went to the store to resolve the issue. Unfortunately, I was informed that I could not exchange the items because they were purchased online.

I then reached out to the Makro call center, only to be met with further disappointment. The representative informed me that they could not assist me, as the items were sold by a private company trading under Makro. I was told that I would have to wait for an inspection of the incorrect items before any potential refund could be processed, despite the fact that I received the wrong product.

This situation has left me feeling frustrated and heartbroken, as my daughter will not have any gift on her birthday due to this issue. It is unacceptable that I am experiencing such poor service and lack of support from a reputable store.

I urge you to reconsider your policies regarding online purchases and customer service. I hope to receive a prompt resolution to this matter, including a full refund.

Thank you for your attention to this urgent issue. I look forward to your swift response.