Urgent Complaint Regarding Undelivered Order #OD***

Dear Makro Customer Service,

I am writing to formally lodge a complaint regarding my online order (#OD***) placed on 5 May 2025, for a REX M AK-87 streaming box, with an expected delivery date of 9 May. As of today, the item has not been delivered.

I have followed up multiple times with both Makro and the third-party supplier, PremierMart, and despite repeated promises that the matter has been escalated, I have not received any meaningful update or resolution. I have spoken to numerous Makro representatives over the past two weeks – spending over two hours on calls – and each time I was told that someone would contact me. Nobody has ever followed up.

The courier company informed me that the collection attempt failed because PremierMart’s offices were closed when they arrived. When I contacted PremierMart, they initially denied seeing my order on their system, and only acknowledged it after I threatened to escalate their conduct to Makro. This inconsistency is extremely concerning.

It now appears that the supplier is unwilling to rebook the courier at their own expense, and I am left caught in the middle – out of pocket, with no product and no proper assistance.

I trusted Makro to fulfill this order, and I am extremely disappointed by the lack of accountability shown. This experience has been frustrating, time-consuming, and unprofessional.

I am therefore requesting an immediate resolution in the form of either: 1. Prompt delivery of the item I ordered, or 2. A full refund processed without further delay.

Please respond urgently and let me know how you intend to resolve this matter.

Sincerely, Feroz Khan