Urgent Complaint: Suspicious Activity and Poor Service at Makro Riversands

Dear Makro Customer Service Team,

I am writing to formally raise a concern about an extremely disappointing and suspicious experience regarding my recent purchase from the Makro Online platform.

Order Details: Product: Set of headphones Order Date: 9 January 2025 Collection Location: Makro Riversands, Midrand Timeline of Events: 10 January 2025: I received a notification via the online tracker that my order was ready for collection. 14 January 2025: I received another notification stating that the item had been "collected by the customer" and was asked to "rate the service." This was shocking, as I had not collected the item. 14 January 2025: I immediately called the Makro Contact Centre to report the issue. I was assured that the matter would be escalated to the Riversands store and that I would be contacted shortly. 18 January 2025: After receiving no feedback, I followed up with the Contact Centre. To my dismay, I was informed that no record of my previous call or complaint had been logged. Frustrated, I contacted the Riversands store directly and asked to speak to the manager, who was unavailable. I was transferred to a supervisor who promised to investigate and call me back. 18 January 2025: The supervisor called me back after 30 minutes to inform me that the item had been located in the store. I informed him that I would come to the store on 20 January 2025 to collect the item and requested to meet with him or the store manager to discuss the matter further and review the records of who signed or scanned the item out. Suspicious Activity at the Store: On 20 January 2025, I arrived at the Riversands store expecting to meet with the supervisor or store manager, but neither was available. I requested to speak with the supervisor of the collections department. This is what transpired:

The collections supervisor could not provide a valid explanation as to why or how my item was marked as "collected." He vaguely stated that it was a "system error" and dismissed further questioning. As I pressed for clarity, he deflected by citing unrelated examples of system malfunctions and then abruptly left the area without providing any concrete answers. A different staff member later brought my box along with a scanning device. When handing me the box, he also claimed it was a "system error." I asked if he was going to scan my item out, to which he quickly said, "Oh yes," and pretended to scan the box. However, it was clear that the scanner was off, as no sound or confirmation indicated a scan had taken place. My Concerns: This experience has left me with serious concerns about the following:

Potential in-store theft: How was my item marked as "collected" in the system without my authorization? Lack of accountability: The vague and dismissive responses from staff, combined with the Contact Centre's failure to act on my initial complaint, reflect a troubling lack of professionalism. Questionable processes: The suspicious behavior during the handover of my item, including the apparent failure to properly scan it, raises concerns about the integrity of the store's operations. Request for Action: I kindly request the following:

A detailed investigation into how my order was marked as "collected." This experience has been deeply disappointing, especially as I have always regarded Makro as one of my favorite stores. I trust that you will treat this matter with the urgency and seriousness it deserves.

I look forward to your prompt response and resolution.