Makro Online review: Makro Online order and delivery system

I placed an order (MAK8349282) for grocery and liquor items online on Makro app on Black Friday (29/11) and paid. My order was split into 3 deliveries on the app. The first delivery (comprising some grocery items) was delivered very quickly - the following day and I was very impressed. The 2nd of 3 deliveries arrived the following week Wednesday (indicated delivery date was the following Friday, so arrived well in time).

The liquor component of my order, which was indicated as estimated delivery date of 02/12, never arrived and the status of the order did not change until the Wednesday the 04/12 when I contacted Makro online call center to enquire about the balance of my order. It then showed "Packed on 04/12" and has been stuck like that on the order up until today (20/12). I have made at least 4 calls to the call-center every time to be told the order is packed but due to a Black Friday backlog, a courier has not been assigned. I was told they would escalate to the store who would phone me back.

Since then, I contacted Makro online telephonically and per email 3 times, with no further feedback or update. I contacted them on 17/12 requesting a refund for the stock that was not delivered, as no one was updating me, and the order status did not change in almost 20 days. First, I was told the refund would be processed and takes 48 hours. When I phoned back after 3 days, I was told they are waiting for feedback from the store, as the stock shows as packed.

Makro, this service is shocking and as explained to the call center agent, customers should not be victims of your internal bad controls and lack of communication from stores. If I wanted to deal with a store directly, I would go and shop at that store. The reason for buying online, is supposed to create convenience and ease but Makro has failed miserably in this instance. Pay my refund back! I don't want to wait for your store that could not deliver my order in the first place, and that failed to contact me on numerous occasions.

Makro needs to refund me for the undelivered stock, as I cannot wait any longer for a delivery that should have been made 2 weeks ago already. This stock was needed for Christmas and now I have to buy alternative gifts with money I also don't have.