1 reviews | Active since Mar 2009
Business going backwards
Why are there still businesses that think they can get away with F**K the customer around and its ok, perfectly normal, all in a days work, and Mr Customer must just accept it and drive all around the country running after the retailer as if the dependency roles have been reversed? Your website advertised (and still does) Castrol 5l edge 10W-60. When I checked yesterday, it showed Alberton had stock. I drive through to Alberton to be told by a salesman, that firstly, they don't keep this product, and then when I insist, that they don't have stock, who then hurriedly runs away so he doesn't need to deal with me anymore. I track another salesperson down, same story. But now I have accessed the Makro website, and show this salesperson it is indeed listed. He argues with me saying Alberton doesn't keep this. Eventually get gatvol of the bull**** I'm being fed, and get to speak to the sales manager - "Sello" who tells me that the website is not live and because its not, items can sell out. After being lectured on Makro's policies, (which btw don't apply to me, I'm a customer not an employee) I get told I have 4 options, go somewhere else as in a different retailer, take a different item, order online, drive to another branch. He checks on a PC and says that Centurion has stock as well as Silver Lakes. Neither branch is convenient for me to drive to. Also tells me that getting 1 into his branch specifically "is not going to happen" (his words) because they don't have drivers. I asked him to repeat this statement which he did, after hissing and letting out an "uuurggghh". Particular emphasis was put into telling me "its not going to happen". Really? We'll see where that attitude gets you once I'm done with you. Speak to your colleagues, your boss and the Exco team with that condescending tone, not to me. I decide, No, this is not how things are going to be done. I leave the other items I had in my hands and I leave the store - there's TREMENDOUS power in keeping silent and not making a scene, I can do much more damage networking and sharing my experience. I go online for the same product - get told "Unfortunately we cannot guarantee availability of all products in your order". Can't select either of the 3 options - delivery, store collection or locker. So, what's the story? Is it my problem you're still running an antiquated system that isn't live? Are you too scared to convene a disciplinary enquiry on staff that overstep the line and forget who pays who's salary? Must I drive around from store to store to go through the same as I went through yesterday? If so, supply me with an email address so I can send you an invoice for my time and travelling wasted. Seeing as your sales managers are not trained to find solutions or at the very least put in some effort to reach an amicable solution that will benefit both yourselves and the customer, I am interested in seeing how this will be resolved.
Is this what retail has become?
Thankfully I no longer work in retail - If I still did, half of your workforce would have been dismissed long ago.
So, in light of today's developments, let me put pen to "paper"......
Over 2 weeks since my initial complaint, and apart from the usual, and to be expected "your request has been updated" emails, Makro has made NO attempt to contact me for further details on the initial complaint or to offer any form of resolve until today.
"Liaising with senior management" - really? Well that's nice! Do they even exist? Or is getting a salary much more important than "reverting with feedback"? These are your words on your emails to me......
Head Office couldn't care less - they have obviously never been trained on how to address a complaint telephonically.
Reggie Moonsamy (the branch manager apparently) is PETRIFIED of making contact with a customer in any form - he is never available, can never be found and is obviously never within a sensible radius of a telephone either. As long as the tills are ringing up sales and budgets are being chased, nothing and nobody else matters.
So...today they get a sales manager from Multi Media department (since when did oil fall under multi media??) to contact me saying he has 1 unit in the store for me. Then just puts the phone down on me.
Really?? What makes you think I only wanted 1 unit?? I communicated how many I wanted when I was in the store the first time. I was told that getting even 1 into the branch "wasn't going to happen." But listening properly didn't matter now did it? Hissing and "uuuurghhing" at me was much easier and more satisfying for you in an effort to put me my in my place.
How dare I as a customer, communicate my requirements to you? Should I rather have made an appointment and asked for permission to address you?
But I forget - watching and communicating with your colleagues and subordinates lying against and slouching over the washing machine that was on display was perfectly fine that day, that's what took up your time and effort. But I'm not going to apologise for being an interruption to your busy work schedule with my pitiful request.
So now you're hoping I'll come back into the store again with my tail between my legs SO desperate and grateful you've done something for me, after you wasted my time and treated me like an irritation and a nuisance (and told me to go somewhere else) initially. You think you've done me a favour? This is your interpretation of customer service? The matter is now resolved?
You must surely (stupidly) think I'm your muse or an entry-level employee, completely reliant on you and just a push-over and will accept anything you send in my direction and just go away? Unfortunately for you - you have it very VERY wrong. I come from a COMPLETELY different school of retail - this behavior got you fired instantly.
I've taken my buying power elsewhere, where I don't have to beg for or demand service; where the retailer understands that I and my fellow consumers as well as the MANY individuals, families and business owners that I network with, are the ONLY reason that the retailer is in business. We are, in essence, the reason you have a job.
You haven't learnt this lesson yet.
But I'm not done with you. As far as I'm concerned, this matter is far from resolved. I will continue to communicate my experience with as many people as I come into contact with. Poor service is always a hot topic for discussion, especially nowadays, and once the seed is planted, the damage is done.
You had your chance (over 2 weeks) to make contact with me to get the pertinent facts, you didn't.
Nor did you offer any sort of suggestion at any stage on how anything may have been resolved speedily, amicably and to mutual benefit - a lost opportunity.
You didn't see value in me as a (now ex) customer, or see this as an opportunity to go above and beyond normal expectations.
You didn't try to retain me or my buying power either, regardless of my spend.
Strictly speaking, I was a "nobody" to you, not even worthy of a phone call.
Not a problem, I'm happy with that arrangement, now you are nothing and nobody to me and I will reciprocate your gesture very efficiently - keep a close eye on those P&L reports because that's where you'll see the results of having a couldn't-care-less attitude with a "nobody" customer that's now talking and sharing his experience.
As a footnote - it would be prudent to enforce that every member of your "management team" read the book written by the very founder of this complaint platform:
"Peter Cheales - I was your customer".
Is this what retail has become?
Thankfully I no longer work in retail - If I still did, half of your workforce would have been dismissed long ago.
So, in light of today's developments, let me put pen to "paper"......
Over 2 weeks since my initial complaint, and apart from the usual, and to be expected "your request has been updated" emails, Makro has made NO attempt to contact me for further details on the initial complaint or to offer any form of resolve until today.
"Liaising with senior management" - really? Well that's nice! Do they even exist? Or is getting a salary much more important than "reverting with feedback"? These are your words on your emails to me......
Head Office couldn't care less - they have obviously never been trained on how to address a complaint telephonically.
Reggie Moonsamy (the branch manager apparently) is PETRIFIED of making contact with a customer in any form - he is never available, can never be found and is obviously never within a sensible radius of a telephone either. As long as the tills are ringing up sales and budgets are being chased, nothing and nobody else matters.
So...today they get a sales manager from Multi Media department (since when did oil fall under multi media??) to contact me saying he has 1 unit in the store for me. Then just puts the phone down on me.
Really?? What makes you think I only wanted 1 unit?? I communicated how many I wanted when I was in the store the first time. I was told that getting even 1 into the branch "wasn't going to happen." But listening properly didn't matter now did it? Hissing and "uuuurghhing" at me was much easier and more satisfying for you in an effort to put me my in my place.
How dare I as a customer, communicate my requirements to you? Should I rather have made an appointment and asked for permission to address you?
But I forget - watching and communicating with your colleagues and subordinates lying against and slouching over the washing machine that was on display was perfectly fine that day, that's what took up your time and effort. But I'm not going to apologise for being an interruption to your busy work schedule with my pitiful request.
So now you're hoping I'll come back into the store again with my tail between my legs SO desperate and grateful you've done something for me, after you wasted my time and treated me like an irritation and a nuisance (and told me to go somewhere else) initially. You think you've done me a favour? This is your interpretation of customer service? The matter is now resolved?
You must surely (stupidly) think I'm your muse or an entry-level employee, completely reliant on you and just a push-over and will accept anything you send in my direction and just go away? Unfortunately for you - you have it very VERY wrong. I come from a COMPLETELY different school of retail - this behavior got you fired instantly.
I've taken my buying power elsewhere, where I don't have to beg for or demand service; where the retailer understands that I and my fellow consumers as well as the MANY individuals, families and business owners that I network with, are the ONLY reason that the retailer is in business. We are, in essence, the reason you have a job.
You haven't learnt this lesson yet.
But I'm not done with you. As far as I'm concerned, this matter is far from resolved. I will continue to communicate my experience with as many people as I come into contact with. Poor service is always a hot topic for discussion, especially nowadays, and once the seed is planted, the damage is done.
You had your chance (over 2 weeks) to make contact with me to get the pertinent facts, you didn't.
Nor did you offer any sort of suggestion at any stage on how anything may have been resolved speedily, amicably and to mutual benefit - a lost opportunity.
You didn't see value in me as a (now ex) customer, or see this as an opportunity to go above and beyond normal expectations.
You didn't try to retain me or my buying power either, regardless of my spend.
Strictly speaking, I was a "nobody" to you, not even worthy of a phone call.
Not a problem, I'm happy with that arrangement, now you are nothing and nobody to me and I will reciprocate your gesture very efficiently - keep a close eye on those P&L reports because that's where you'll see the results of having a couldn't-care-less attitude with a "nobody" customer that's now talking and sharing his experience.
As a footnote - it would be prudent to enforce that every member of your "management team" read the book written by the very founder of this complaint platform:
"Peter Cheales - I was your customer".