Dishonest Dealings

Item: Makro
Rating: 1
Author: Andrew M

Unable to get goods ordered and paid for online. Makro are unable to deliver the goods, and are refusing to give any answer as to why. In each call, I have spoken to staff who are clearly ***********. They have stated that it will take 14 days to resolve this issue, that is, to issue a refund. It would appear they are taking client's money for goods that they neither have, nor intend to supply. This is an unacceptable situation, and Makro have ensured that they have lost another customer.

Helpful (0)

Replies (2)

Makro's replyOfficial

06 Jun 2020, 17:20

Good day Andrew,

Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.

We take all our customer requests seriously and assure you that this matter will be our priority.

Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 72 working hours.

Once again, we do apologize for the inconvenience caused throughout your journey with us.

Hope you find the above in order.

Have a wonderful day.

Kind regards
Makro Hellopeter Team

Makro's reply06 Jun 2020, 17:20

Official

Andrew M's updateReviewer Update

11 Jun 2020, 07:07

I have e-mailed this reply directly to the Hello Peter team, but feel that it's content should be made public as a warning to others who may erroneously consider Makro to be an ethical business, a mistake that I made:

Please forward this to senior management – I would like Makro to see this from a customer’s point of view:

I ordered some items online on 28th May
I received a notification to say that the order was on its way – ahead of schedule, I was really impressed.
The order did not arrive, and there was no further communication.
The order was split – I only discovered this when browsing the order on the web site. It was then that I discovered that the order that was meant to be on its way, was not, and the second part had been shipped.
The second part of the order arrived, but only after some false promises as to their delivery time – communication from Makro was shockingly bad.
The first part of the order (cooking pots) was seemingly lost – I telephoned the call centre three times (I have call recordings) – and I was constantly told that there was a problem, and that someone would get back to me. The call was never returned – effectively making your call centre operatives *****.
I logged the problem on Hello Peter. I received what I feel to be a very unsatisfactory response – complaining about lack of communication, delays and missing orders, the response should have been with useful information immediately, not telling me wait even longer.
Out of frustration, I went into the Centurion store on
Monday as I was driving past, and asked for the pots. They were unable to assist me, but told me that the Struben’s Valley branch would phone me shortly. This was another lie, as nobody has phoned me.
Your department (Hello Peter team), has sent mails (which due to your mail server’s incorrect configuration went to my junk folder), and not even bothered to pick up a telephone to speak to me.

Please evaluate the above, and realise that this is why I will not do business with Makro again. The cost and effort of following up a measly R999 order has far exceeded the order value. A responsible company would be doing everything they could to rectify the problem and trying to at the very least fulfill their commitment and be accountable for the damage caused. I have no doubt, however, that Makro will fail in this regard as well.

Andrew M's update11 Jun 2020, 07:07

Reviewer Update

Please forward this to senior management – I would like Makro to see this from a customer’s point of view:

I ordered some items online on 28th May
I received a notification to say that the order was on its way – ahead of schedule, I was really impressed.
The order did not arrive, and there was no further communication.
The order was split – I only discovered this when browsing the order on the web site. It was then that I discovered that the order that was meant to be on its way, was not, and the second part had been shipped.
The second part of the order arrived, but only after some false promises as to their delivery time – communication from Makro was shockingly bad.
The first part of the order (cooking pots) was seemingly lost – I telephoned the call centre three times (I have call recordings) – and I was constantly told that there was a problem, and that someone would get back to me. The call was never returned – effectively making your call centre operatives *****.
I logged the problem on Hello Peter. I received what I feel to be a very unsatisfactory response – complaining about lack of communication, delays and missing orders, the response should have been with useful information immediately, not telling me wait even longer.
Out of frustration, I went into the Centurion store on
Monday as I was driving past, and asked for the pots. They were unable to assist me, but told me that the Struben’s Valley branch would phone me shortly. This was another lie, as nobody has phoned me.
Your department (Hello Peter team), has sent mails (which due to your mail server’s incorrect configuration went to my junk folder), and not even bothered to pick up a telephone to speak to me.