Black Friday @ Makro is Black Customer Service
<p>I bought goods online from Makro on black Friday 25th Nov 2016. The promise is that delivery will be in 2 to 5 calendar days. I received an email ********** on 29th Nov 2016 that one of the items I bought was not in stock and I should reply giving consent to cancel the item. When I rep**** to that email, I received an email ********** that the email was undeliverable. I called ********** and I was transferred to so many people and eventually landed with Matubatsi Motsoeneng who promised to call me the following morning to tell me the status of my order since people in the online department knock off at 16:00 and I called just after 16:00. She indeed called me and sent me an email copying ********** that the order will be delivered latest Friday. On Friday I email her ********** and I received an email ********** again that the email was undeliverable. I called ********** again and landed with Siyanda Mathabathe who promised to find out the problem with the order. He then emailed me a screenshot of their system, wrote my cell number in the email and copied ********** since apparently they did not have my cellphone number. I called ********** and someone told me that the goods will be delivered latest Monday which is today. On Friday 02 Nov 2016, I wrote on their Facebook page and I have not received a response. Can you please help me get the goods that I bought from Makro Online. My order number is MAK265596. I wrote on their Contact us page and I have not had any response even though you get an auto reply that response will be within 48 hours.</p>
As a result of high volume orders received during our Black Friday weekend the process is taking a bit longer than usual.
Please accept our sincerest apologies for the delay and inconvenience that has been experienced.
At Makro we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations. As a testament to our strive for perfection, we have taken steps to ensure that this will never happen again by addressing the matter with our online team to monitor their orders accordingly. In this case we do admit that we are at fault. We should have communicated the delay with you.
Your order will be delivered on the 07.12.2016.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us.
Regards
Mmule Moropa
As a result of high volume orders received during our Black Friday weekend the process is taking a bit longer than usual.
Please accept our sincerest apologies for the delay and inconvenience that has been experienced.
At Makro we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations. As a testament to our strive for perfection, we have taken steps to ensure that this will never happen again by addressing the matter with our online team to monitor their orders accordingly. In this case we do admit that we are at fault. We should have communicated the delay with you.
Your order will be delivered on the 07.12.2016.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us.
Regards
Mmule Moropa
As a result of high volume orders received during our Black Friday weekend the process is taking a bit longer than usual.
Please accept our sincerest apologies for the delay and inconvenience that has been experienced.
At Makro we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations. As a testament to our strive for perfection, we have taken steps to ensure that this will never happen again by addressing the matter with our online team to monitor their orders accordingly. In this case we do admit that we are at fault. We should have communicated the delay with you.
Your order will be delivered on the 07.12.2016.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us.
Regards
Mmule Moropa
As a result of high volume orders received during our Black Friday weekend the process is taking a bit longer than usual.
Please accept our sincerest apologies for the delay and inconvenience that has been experienced.
At Makro we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations. As a testament to our strive for perfection, we have taken steps to ensure that this will never happen again by addressing the matter with our online team to monitor their orders accordingly. In this case we do admit that we are at fault. We should have communicated the delay with you.
Your order will be delivered on the 07.12.2016.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us.
Regards
Mmule Moropa
Please fix the process.
1. Have a dedicated line for online purchases. Being transferred from one department to the other is not nice.
2. Train your staff on telephone etiquette. We do not call Makro for social calls. Some of the responses are unnecessary and inappropriate.
3. Be truthful in your promises. When I get an email saying delivery will be made latest Friday let it be that. If you know that you have unusually high volumes and delivery will be later than you anticipated rather under promise than over promise and disappoint the customer.
Please fix the process.
1. Have a dedicated line for online purchases. Being transferred from one department to the other is not nice.
2. Train your staff on telephone etiquette. We do not call Makro for social calls. Some of the responses are unnecessary and inappropriate.
3. Be truthful in your promises. When I get an email saying delivery will be made latest Friday let it be that. If you know that you have unusually high volumes and delivery will be later than you anticipated rather under promise than over promise and disappoint the customer.
4. Please check your server. I cannot send an email from a ********** account or an ********** to Makro server. Please look into this issue.
4. Please check your server. I cannot send an email from a ********** account or an ********** to Makro server. Please look into this issue.