Absolute disgusting customer service & shifty online service

On the 5th of June, i purchased 2 items to the value of R4500 including a R90 delivery fee, to date my order status has not moved from "Order in progress" - Almost 10 working days later. I called in to the customer care line as i did most mornings in seacrh of an update to my order, only to find out today 18\06 from the agent that my order has been delayed, due to the branch i selected online, did not have the stock as advertised and my order landed up by the next makro branch who also did not have the stock. This order was with the Cape Gate branch since the 5th June, which confirms that the so called check stock availability function does not work as initially the Montague branch confirmed availability. I would have expected a call during the last 13 days, regarding the stock availability issues, but i had to enquire with the contact centre daily to find out where my order is.

I urge all online buyers to refrain from purchasing on Makro's online store, for the following reason: 1. Stock availability checks do not work, even when selecting the store which lists your items, 2. Client centricity is not their main objective as a business - after multiple calls to the online contact centre which has an avergae waiting period of 10 minutes before an agent answers the call & no feedback regarding their stock issues. 3. While waiting for your order and having paid your monies over to them, you could have taken up other online specials but will miss out due to the lack of customer centricity at Makro online.

I have purchased from various online stores, most of them have much less of a market foot print than Makro. if an item cannot be fulfilled, they would advise their clients of this issue and not wait for the client to complain before addressing - Healthy Business tip.

I hope this message reaches Johan Swanepoel, as i need a resolution to this process & extremely disgusting customer service.

During an economic slump that all South Africans face, the one thing you cannot afford to do is destroy the trust your clients have in your business, especially when paying their hard earned money over to your store and not even receive a decent response regarding your operational & stock management issues.