BAD CUSTOMER SERVICE

I am writing this e-mail with a heavy heart as I am saddened by how my order was treated. I made an online purchase on Friday (30/06/2023) at around 6am to purchase some sale items. After paying for the items, I then went on the system to check if the payment went through successfully and indeed it had. I noticed that some items such as the Juice, chocolates and the Bokomo pack did not automatically discount. I then phoned your office whereby a voice machine stated that you only operate from 8am. Indeed at 8am I called and explained my situation to the consultant who stated that she can also see from her side that some items were not discounted and that she will escalate the matter.

On the very same day I went to Makro in Polokwane to purchase items that I could not get on the system, you can verify that by checking my card no: ***3. Today (04/07/2023) I received an e-mail stating that an invoice has been issued with the very same amounts that are not discounted. I phoned again at 8am and the agent who assisted me said that they are still busy with that matter and that I am not the only customer with a similar problem.

Later during the day, I received a notification that the items were being prepared for delivery and that some of the items that I bought were out of stock. I then contacted your call center again and had to explain for the third time what my displeasure was. The consultant then enquired with someone who stated that the item amounts did not discount because of bla bla bla......... Something that does not make sense to me. I just asked to cancel everything that is outstanding for delivery and for my money to be refunded back. Now my main concerns are the following:

1. Your system should be able to discount all items that are on sale no matter how the customer purchases. 2. The agent that I spoke to on the 30 June should have told me what was said to me today so that I could have bought the items at a sale price at the Polokwane store. This gives an impression that your people do not know how the system works either. 3. When I bought the items on the 30th online other items such as the iron that was on sale was sold out on the system and the rest of the items that I bought was available but now items such as the coffee and wheatbix is suddenly not available and out of stock whereas it was available when I bought it. If it was not available online, I could have simply bought it at the store. 4. I asked the agent to cancel the rest of the order and for my money to be refunded on the outstanding items and I am being told that a refund can take anything between 7 and 14 days. I feel like I am treated as if I was buying on credit.

I do not know if this is the culture of how you treat your customers because I am not happy. This was my first experience making a purchase online with you and I must admit that it was a nightmare. At this moment I cannot even encourage friends and family to shop with you.

I only hope that someday an improvement will be made on your customer service.

Regards Unhappy Customer.