1 reviews | Active since Mar 2012
(Black Friday Online Crash) Online System Order changed my order to what i didn't put on my purchase list
<p>Greetings</p> <p>I made a purchase of a DStv Decoder 2 + Installation online. The money was taken out of my account but the order did not appear on my purchase history. I tried to order again and i got a message that it's 1 order per customer and that assured me that my order went through somehow as i cannot place the same order twice and i took the screenshot of that message.</p> <p>Upon follow up for my order, no online order that was purchased on that day went through as the online system crashed and orders were processed the next day. When i checked the next day my order now changed to a DStv Decoder 2 with no installation.</p> <p>I made a query with an online assistance Duduzile Mngomezulu to assist me and gave her the screenshot of that message which read... "1 per costomer. We're sorry but the DStv Explora Decoder 2 plus installation currently has a limit of 1 product per customer between 25Nov and 27 Nov 2016. You won't be able to add any more for chackout until the time limit has passed" </p> <p>I have last spoken to Duduzile on the 28 Nov and everytime i make a follow up with her or try to call the online for her she is not available and does not respond to my message to tell me of the progress of my query. </p> <p>I have been also assisted by another lady again Judy Smale on 2 Dec but also no response from her as well.</p> <p> </p> <p>All i want now is to get my money back as i didn't get the item that purchase and i don't know who to speak to as no one responds on my query to have my money back.</p> <p> </p> <p>Someone please assist me on this to get my refund back and reverse the order MAK263470</p> <p> </p> <p>Kind regards</p> <p>Dumisani</p> ********** <p> ********** / ********** </p>
Greetings
Finally I am now sorted :-)
After 12 days of no communication from Makro, I sent my last mail for Duduzile to organise a refund as i am not taking the order. The same day Duduzile responded...
"Good day Dumisani
I tried calling you on your cell phone but went through to voicemail.
I would firstly like to apologies for not getting back to you in time.
Which is due to the influx of calls and emails we had to deal with, on the black Friday weekend.
Please see the scanner on the box which you need to use as payment for installation, and call the number on the attachment to find an installer.
They will scan on the box to retrieve the voucher.
We can do a refund back to your credit card, if you still would like us to do it.
But it wouldn’t be fare on you to cancel your order because of us.
Please advise me on what you would like to do at this stage.
Kind Regards."
I have now accepted the offer as it has been resolved to the correct order.
No refund was made.
This lack of communication should not be experienced by anyone and i believe Makro is a fast growing retail and due to this i believe more workers are needed to avoid the delays and frustrations that are caused by consultants due to stranious workload they have.
This is the reason I won't blame her for getting back to me aftee 12 days as she has explained her part of small staff and huge workload.
Kind regards
Dumisani
Greetings
Finally I am now sorted :-)
After 12 days of no communication from Makro, I sent my last mail for Duduzile to organise a refund as i am not taking the order. The same day Duduzile responded...
"Good day Dumisani
I tried calling you on your cell phone but went through to voicemail.
I would firstly like to apologies for not getting back to you in time.
Which is due to the influx of calls and emails we had to deal with, on the black Friday weekend.
Please see the scanner on the box which you need to use as payment for installation, and call the number on the attachment to find an installer.
They will scan on the box to retrieve the voucher.
We can do a refund back to your credit card, if you still would like us to do it.
But it wouldn’t be fare on you to cancel your order because of us.
Please advise me on what you would like to do at this stage.
Kind Regards."
I have now accepted the offer as it has been resolved to the correct order.
No refund was made.
This lack of communication should not be experienced by anyone and i believe Makro is a fast growing retail and due to this i believe more workers are needed to avoid the delays and frustrations that are caused by consultants due to stranious workload they have.
This is the reason I won't blame her for getting back to me aftee 12 days as she has explained her part of small staff and huge workload.
Kind regards
Dumisani
Makro prides itself with great customer service. It is really encouraging to hear of a bad experience being turned around.
We are very pleased to hear about the best service she has offered you, we really appreciate her efforts.
It is our goal that every customer leaves Makro delighted with the service they have received and the products they have purchased.
We apologise for any inconvenience and trust you will continue to use our products with confidence.
We hope you will have only positive shopping experiences at Makro in future!
Regards
Mmule Moropa
.
Makro prides itself with great customer service. It is really encouraging to hear of a bad experience being turned around.
We are very pleased to hear about the best service she has offered you, we really appreciate her efforts.
It is our goal that every customer leaves Makro delighted with the service they have received and the products they have purchased.
We apologise for any inconvenience and trust you will continue to use our products with confidence.
We hope you will have only positive shopping experiences at Makro in future!
Regards
Mmule Moropa
.