Wrong Bag Delivered and Previous Experience with Rotten Food

Still No DeliveryIt is now 21:30pm on 27 August, and I still have not received the dog food that your team confirmed was scheduled for delivery today.At 16:32, you specifically advised me that the dog food was showing as scheduled for delivery today and that I needed to allow for today. I did exactly that, but the delivery has still not arrived.This is extremely frustrating, especially considering that I am already dealing with another issue where the wrong bag was delivered to me today. I should not have to repeatedly chase Makro for orders that I have already paid for.I need you to explain what happened to my delivery and provide me with a clear update on when I can actually expect to receive my dog food. This level of service is unacceptable.I expect this matter to be treated urgently and resolved without further inconvenience to me.

I see your response, but I have to be very clear: I am extremely dissatisfied with both the incorrect item I received and the way this matter is being handled.I ordered a specific bag, and instead received a completely different item. The attached photographs clearly show the difference between the bag I purchased and the bag that was delivered to me. This is not a case of me changing my mind or simply wanting to return an item — Makro sent me the wrong product.I therefore find it unacceptable that I am now expected to spend additional time navigating a return process to correct an error that was not made by me.Quite frankly, I will not waste any more of my time dealing with an unnecessarily complicated process. I have better things to do than repeatedly follow up on an order that Makro failed to fulfil correctly in the first place. I will simply purchase the item elsewhere and consider this yet another disappointing experience with Makro.Unfortunately, this is not an isolated incident. I have had far too many poor experiences with Makro, and this latest situation has completely eroded my confidence in your company as a service provider. At some point, enough is enough.Your response also makes it clear that your third-party providers only process refunds and do not provide replacements. That may be your internal process, but it does not change the fact that I received an item I did not order and should not have to carry the burden of resolving Makro's fulfilment error.Please see the attached photographs showing the bag I ordered versus the bag I actually received.I sincerely hope Makro takes this complaint seriously. I am extremely disappointed and, based on my repeated experiences, I will be taking my business elsewhere. Screenshot_***.jpg 173.82 KBIMG_***_edit_***.jpg 2.45 MB