Customer Complaint – Makro Strubens Valley Delivery Service

I am writing to express my disappointment with the service I received regarding my recent purchase. On Monday, 31 March, I bought a fridge (Order Number: 259062) with delivery scheduled for today, 1 April.

Throughout the day, I called the store multiple times to get an update on the delivery. I was advised that it was scheduled but no one could confirm the ETA. I waited until 17:00 without any update. When I called again, I was placed on hold, and then received a call from the assigned driver. He explained that he was given the delivery late, lives in Soweto, and would not deliver today. This is unacceptable.

It is concerning that both Makro Strubens Valley and customer care were unwilling to assist in managing this delivery. The driver spoke to me in an unprofessional manner, rescheduled the delivery without communication, and dismissed my concerns. I also spoke to Gontse from Makro customer care, who initially referred me back to the store and showed little willingness to assist until I insisted she escalate the matter. Gontse is by far the most useless consultant I have ever spoken to in my history of dealing with Makro.

This experience has been extremely frustrating and reflects poorly on Makro’s service. I expect a clear resolution and proper communication regarding my delivery.