Urgent complaint regarding online order - unacceptable service.

Dear Makro Customer Service,

I am writing to express my extreme frustration and disappointment with the appalling service I have received regarding an online order placed on 14 July, with a promised delivery date of 24 July.

To date, I have received absolutely no delivery, no proper feedback, and no resolution — despite following up twice. Each time we contacted your team, we were reassured that someone would get back to us. This never happened.

Most disturbingly, when my husband called for assistance, he was treated rudely by a completely unhelpful staff member who, when he politely asked for her name, hung up on him. This kind of behaviour is unacceptable and reflects a complete disregard for your customers.

To make matters worse, we were later told that Makro is "waiting to hear about stock", which is both vague and unacceptable after nearly three weeks of silence and missed expectations.

I demand immediate clarity on:

The exact status of this order

Whether the item is in stock or not

A clear timeline for delivery or a full refund if Makro cannot fulfil the order

I expect this matter to be treated with the urgency and seriousness it deserves. Should this not be resolved promptly, I will have no choice but to escalate the matter further — including lodging a complaint with the Consumer Protection Office and sharing this experience publicly.

Awaiting your prompt response.