Customer (Real) Care

<p>This is with reference to the Online Support Service.</p> <p> </p> <p>I ordered a few items online on Black Friday the 25 November this year. I am used to receiving my items delivered within the first 3 working days.</p> <p> </p> <p>This time around after week 1, I started panicking as my items (of which one was my 7 year old daughters Birthday gift) had not been delivered yet.</p> <p>I called in and they advised that the payment had not reflected on their side yet. So they requested that i email POP, which i did that same day.</p> <p>3 days later, i called again, checking on the status of my delivery, and to my surprise (and frustration) they yet again said that payment had not reflected if i could send POP again, which i did for the second time. By this time it is now 5 days left to my daughters Birthday. They guarenteed me it will be forwarded to the Finance Department and processed that same day.</p> <p> </p> <p>I called again the following day just to check if it was indeed processed and surprise, surprise - once again the same thing for the third time.....once again POP not received. I then emailed it for the 3rd time, this time waited on the line until the recipient on the other end received it and forwarded it to the Finance while i was on the line.</p> <p> </p> <p>By this time we had 1 day left (yesterday) for my young ones Birthday.</p> <p>Anthony Vermeulen took my call and responded to my email yesterday guarenteeing me that it would be delivered this morning.</p> <p>I called this morning to once again confirm that it was coming, he asked if he could call me back.</p> <p>I waited an hour and sent him an email, once again stressing the importance of me getting my delivery today.</p> <p>To which he rep**** that it was only scheduled for delivery tomorrow morning.</p> <p> </p> <p>By this point, i am absolutely furious as i felt i had been given the run around for nearly 3 weeks and today of all days is the day the item is needed and now i am being told it will only come tomorrow. ..</p> <p> </p> <p>I once again, stressed the importance of receiving the delivery and if i could at least pick up the bicycle today at Makro Ottery as i simply cannot disappoint me daughter on her birthday due to incompetance......to say the least.</p> <p> </p> <p>I received a call now from Anthony stating that he had forwarded my emails to Etienne Du Toit and he had personally gotten a sub contractor courier company to delivery my items today to work.</p> <p> </p> <p>I am really so very grateful for the extra mile they (both Anthony and Etienne) are going to ensure that this experience has a happy ending.</p> <p> </p> <p>Thank you Makro SA.</p> <p> </p> <p>Regards,</p> <p> </p> <p>Donna Oakes</p>