1 reviews | Active since Sept 2018
A Complete Letdown: Service That Was Unacceptable
APPALING COMMUNICATION!!!! I ordered on the 25th of November, I always do my shopping online. This is the second time they have been giving me a problem with my delivery mind you. My order was split, my other goods arrived but my groceries take forever to get to me. I received an sms on the 26th that my order has been handed to the courier and I will be receiving my order during the course of the day.
It starts getting close to the delivery cut off time according o the courier company, I follow-up and they inform that was a delay on makro's end and therefore my order is with makro.
I reach out to makro via their whats-app channel and I do not get the assistance I need and the bot tells me an agent will be in touch with me, that's around 16:16. Their agent responds at 3:06 AM. How unprofessional and what would I be doing up at 3am???? Obviously he does not get a response from me and they close the ticket without solving the query.
I get another sms on the 27th that the delivery will be made today. I WAIT AGAIN ( day 2) and I see it's getting late again and so this time I reach out on twitter to MAKRO DMs and they respond fast and say they will follow up and provide feedback and that's at 2.35PM, 2 hours later no one has provided feedback, also how can they because the person that responded on twitter did not ask for my order number so whose order were they following up on.
I then resort to calling them and one of their agents informs me that my order is still with makro and they are waiting for the courier. She asks to call me tomorrow (28th Nov) to give me an update which will make it 3 days of back and forth with makro and their trash service
I AM SO LIVID BECAUSE THROUGHOUT THE WHOLE THING THEY ARE NOT CONTACTING ME TO UPDATE ME ABOUT ANY ISSUES THEY MAY BE FACING.
I know this because on the 2nd of December, I called the online team, and the refund process was not initiated, and I did not get an email confirming that it had been initiated!
2nd Dec (still) - I called again and one of the agents asked me to said my banking confirmation and she would forward it to the finance team.
Today 3rd Dec - I finally got through to crownmines - please tell me why Dineo was telling me that my order would be delivered today. When over 8 agents told me that they have escalated my query and initiated the cancellation? Now I have to wait another 7 - 10 days. Mind you she has also taken my details and made a promise to get back to me with confirmation of my order being cancelled. That has not happened.
I am so furious at the incompetence and how the whole situation has been handled.
I know this because on the 2nd of December, I called the online team, and the refund process was not initiated, and I did not get an email confirming that it had been initiated!
2nd Dec (still) - I called again and one of the agents asked me to said my banking confirmation and she would forward it to the finance team.
Today 3rd Dec - I finally got through to crownmines - please tell me why Dineo was telling me that my order would be delivered today. When over 8 agents told me that they have escalated my query and initiated the cancellation? Now I have to wait another 7 - 10 days. Mind you she has also taken my details and made a promise to get back to me with confirmation of my order being cancelled. That has not happened.
I am so furious at the incompetence and how the whole situation has been handled.
8 days later no assistance
Honestly this is ridiculous.
8 days later no assistance
Honestly this is ridiculous.