Will never use Makro online shopping again

I would like to complain about the absolute horrible service I received from Makro. I placed an online order with them for 2 camping chairs on 25 October 2025. the Order number was OD***.

After a week I followed up where the chairs were and after them investigating for almost a week, and again me following up they said it was delivered to the wrong address. The address was not even close to my address. Not even the same town.

They then indicated that they refuse to replace the order, but they will give me a refund. I was not happy about that, but accepted their reason that it was not their policy to replace.

They indicated that they will contact me and arrange the refund. I have been waiting since 7 November 2025 and this morning my wife followed up with them and then she got an e-mail stating that she requested a return policy. It states that the product needs to be packed and ready for collection.

The e-mail also states that the reason for the return is defective product and we wanted a refund. After this I was fuming and phoned them.

They indicated that is their normal procedure to give a refund and that no one will be sent to collect the product (which we never received).

After I started asking questions the lady could not answer, like:

Why would they not just replace the product? When will the refund be done? Why has no one contacted us? etcetera

She then indicated I should speak to her manager, who will phone me back. I said I will hold for the manager.

After keeping me on hold for an extended period of time the line cut.

This is unacceptable and atrocious client service. I want my chairs or the refund and if I do not hear from them withing the next 24 Hours, I will be approaching the ombudsman for assistance.