IL
Irshaad L
1 reviews | Active since Jun 2016
14 May 2020, 13:23
ABSOULTELY PATHETIC SERVICE FROM MAKRO ONLINE!
I ordered ESSENTIAL groceries online from Makro for delivery during level 4 lockdown on the 30th April 2020. Makro's lead time was delivery to be within 5 to 7 working days of the order being placed, my calculation puts 7 working days at 12 May taking into account public holidays. when following up on my order on 12 May via Makro's whatsapp chat bot, i was told that my order is awaiting payment, i called the contact center and send an email to the makro online support. the contact center told me that the issue has been escalted to the store to complete the order and deliver and someone would contact me later that day or next morning. No call received or contact, called the contact center again and same response: matter has been escalted and someone will get back to me. Now 14 May still no call received, called third time and still same response: matter has been escalated. I don't have the luxury of buying other groceries as i've already spent my budget at Makro. ABSOULTELY PATHETIC SERVICE FROM MAKRO! DON'T SUPPORT THEM AND ABSOLUTELY DON'T SHOP ONLINE WITH MAKRO.
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Replies (3)
Makro's replyOfficial
14 May 2020, 14:16Good day Irshaad,
Trust you are well.
Thank you for reaching out to us on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer concerns seriously and would like to thank you for your feedback as this helps us implement new ways on improving our customer service.
Please accept our sincerest apologies for the manner in which this matter has been handled and the service received throughout your journey with us. Kindly note that we have sent your complaint through to senior management for further and urgent assistance on this matter. We will continue to follow-up so that we are able to have the matter addressed and resolved as urgently as possible.
Once again, we do apologize for the inconvenience caused throughout your online journey with us.
Hope you find the above in order.
Have a wonderful day further.
Kind regards
Makro Hellopeter Team
Trust you are well.
Thank you for reaching out to us on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer concerns seriously and would like to thank you for your feedback as this helps us implement new ways on improving our customer service.
Please accept our sincerest apologies for the manner in which this matter has been handled and the service received throughout your journey with us. Kindly note that we have sent your complaint through to senior management for further and urgent assistance on this matter. We will continue to follow-up so that we are able to have the matter addressed and resolved as urgently as possible.
Once again, we do apologize for the inconvenience caused throughout your online journey with us.
Hope you find the above in order.
Have a wonderful day further.
Kind regards
Makro Hellopeter Team
Makro's reply14 May 2020, 14:16
Official
Good day Irshaad,
Trust you are well.
Thank you for reaching out to us on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer concerns seriously and would like to thank you for your feedback as this helps us implement new ways on improving our customer service.
Please accept our sincerest apologies for the manner in which this matter has been handled and the service received throughout your journey with us. Kindly note that we have sent your complaint through to senior management for further and urgent assistance on this matter. We will continue to follow-up so that we are able to have the matter addressed and resolved as urgently as possible.
Once again, we do apologize for the inconvenience caused throughout your online journey with us.
Hope you find the above in order.
Have a wonderful day further.
Kind regards
Makro Hellopeter Team
Trust you are well.
Thank you for reaching out to us on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer concerns seriously and would like to thank you for your feedback as this helps us implement new ways on improving our customer service.
Please accept our sincerest apologies for the manner in which this matter has been handled and the service received throughout your journey with us. Kindly note that we have sent your complaint through to senior management for further and urgent assistance on this matter. We will continue to follow-up so that we are able to have the matter addressed and resolved as urgently as possible.
Once again, we do apologize for the inconvenience caused throughout your online journey with us.
Hope you find the above in order.
Have a wonderful day further.
Kind regards
Makro Hellopeter Team
IL
Irshaad L's updateReviewer Update
15 May 2020, 10:16I appreciate the reply.
However, what I really need to know is when can i expect the issue to be resolved?
My family and I require the items ordered urgently not to mention the time, effort and additional cost I have incurred chasing Makro to follow up on this since Makro deems me unimportant to give me a call, email or even a simple sms with an update on where this is!!
Will I even be compensated for all this?! I am now in a position where I need to use credit to shop elsewhere for urgently needed essential items as I still don't know when I will get my Makro order - I'm starting to wonder if I ever will? Maybe Makro has decided to take my payment and claim they have no record of it....
However, what I really need to know is when can i expect the issue to be resolved?
My family and I require the items ordered urgently not to mention the time, effort and additional cost I have incurred chasing Makro to follow up on this since Makro deems me unimportant to give me a call, email or even a simple sms with an update on where this is!!
Will I even be compensated for all this?! I am now in a position where I need to use credit to shop elsewhere for urgently needed essential items as I still don't know when I will get my Makro order - I'm starting to wonder if I ever will? Maybe Makro has decided to take my payment and claim they have no record of it....
IL
Irshaad L's update15 May 2020, 10:16
Reviewer Update
I appreciate the reply.
However, what I really need to know is when can i expect the issue to be resolved?
My family and I require the items ordered urgently not to mention the time, effort and additional cost I have incurred chasing Makro to follow up on this since Makro deems me unimportant to give me a call, email or even a simple sms with an update on where this is!!
Will I even be compensated for all this?! I am now in a position where I need to use credit to shop elsewhere for urgently needed essential items as I still don't know when I will get my Makro order - I'm starting to wonder if I ever will? Maybe Makro has decided to take my payment and claim they have no record of it....
However, what I really need to know is when can i expect the issue to be resolved?
My family and I require the items ordered urgently not to mention the time, effort and additional cost I have incurred chasing Makro to follow up on this since Makro deems me unimportant to give me a call, email or even a simple sms with an update on where this is!!
Will I even be compensated for all this?! I am now in a position where I need to use credit to shop elsewhere for urgently needed essential items as I still don't know when I will get my Makro order - I'm starting to wonder if I ever will? Maybe Makro has decided to take my payment and claim they have no record of it....
IL
Irshaad L's updateReviewer Update
17 May 2020, 12:22So still no contact or a reply - not surprised! I have come to terms that the Makro organization is a joke. I still have no clue when my order will be delivered but I now received an email stating that numerous of my items in my order have been cancelled and will be refunded which will take a further 7 working days which means I will only get those funds back a month after my order was placed?!!! The cancelled items were all confirmed to be in stock by customer care when I called on the 12 May!!! Further stress and inconvenience caused by Makro. I demand compensation for this massive ***** up on Makro’s end.
IL
Irshaad L's update17 May 2020, 12:22
Reviewer Update
So still no contact or a reply - not surprised! I have come to terms that the Makro organization is a joke. I still have no clue when my order will be delivered but I now received an email stating that numerous of my items in my order have been cancelled and will be refunded which will take a further 7 working days which means I will only get those funds back a month after my order was placed?!!! The cancelled items were all confirmed to be in stock by customer care when I called on the 12 May!!! Further stress and inconvenience caused by Makro. I demand compensation for this massive ***** up on Makro’s end.