RB
Rachel B
1 reviews | Active since Apr 2009
17 Feb 2022, 09:28
DO NOT PURCHASE FROM MAKRO ONLINE
I purchased a swimming pool filter as 'Online Exclusive' item, which I urgently need because my swimming pool is going green as I write this. Makro took receipt of my money and confirmed that the item will be delivered in 5 - 7 days. After 5 days, they notified me that the supplier doesn't have stock and that their finance department will contact me for a refund. Which is unacceptable as I would've ordered it somewhere else, had I known this in advance. So Makro advertises items on their website, receipts money for it and then doesn't fulfil their orders. The item was on special with a different supplier at the time that I purchased it from Makro, but the delivery time that Makro offered is what convinced me to purchase it from them. Now that same items is a thousand rand more expensive from the other supplier. So Makro is not only wasting my time, but also costing me money. I've contacted Makro 3 times (via email and telephone), stating that this is unacceptable and that I expect them to honor their part of the sale agreement, without any progress made. Everytime I call it's basically like I'm calling for the first time. DO NOT PURCHASE FROM MAKRO ONLINE, they take your money and do not fulfil their end of the agreement.
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Replies (7)RB
Rachel B's updateReviewer Update
17 Feb 2022, 12:47Oh please! I don't consider an automated generic response a reply!
RB
Rachel B's update17 Feb 2022, 12:47
Reviewer Update
Oh please! I don't consider an automated generic response a reply!
RB
Rachel B's updateReviewer Update
17 Feb 2022, 12:48It's exactly the same feedback you get when you phone the call center! We'll get back to you with feedback, which they don't!
RB
Rachel B's update17 Feb 2022, 12:48
Reviewer Update
It's exactly the same feedback you get when you phone the call center! We'll get back to you with feedback, which they don't!
RB
Rachel B's updateReviewer Update
17 Feb 2022, 15:22Just received a call from Makro insisting that the only option is a refund, when I finally agreed to accept the refund I was told it will take 5 - 7 working days to process. So just to recap, I had to wait 5 to 7 working days to NOT receive my order and now wait another 5 - 7 working days to get MY money back and then another 5 - 7 working days to get the item from a different supplier at a higher price because it's no longer on promotion. It doesn't take an expert to tell you that a pool should not be left unfiltered for 21 WORKING DAYS!!! I expect my refund before close of business tomorrow afternoon, if not received I WILL be escalating the matter to everywhere and anywhere. Including the consumer goods ombud. If other online merchants can keep track of their suppliers not having stock, Makro can do the same.
RB
Rachel B's update17 Feb 2022, 15:22
Reviewer Update
Just received a call from Makro insisting that the only option is a refund, when I finally agreed to accept the refund I was told it will take 5 - 7 working days to process. So just to recap, I had to wait 5 to 7 working days to NOT receive my order and now wait another 5 - 7 working days to get MY money back and then another 5 - 7 working days to get the item from a different supplier at a higher price because it's no longer on promotion. It doesn't take an expert to tell you that a pool should not be left unfiltered for 21 WORKING DAYS!!! I expect my refund before close of business tomorrow afternoon, if not received I WILL be escalating the matter to everywhere and anywhere. Including the consumer goods ombud. If other online merchants can keep track of their suppliers not having stock, Makro can do the same.
RB
Rachel B's updateReviewer Update
18 Feb 2022, 18:32After being told by Craig that he would escalate the matter to their finance department, I contacted him again today to enquire about the status of my refund. He stated that he would once again escalate it to their finance department immediately and get back to me. It is now 18:31, I think it's safe to assume Craig is not getting back to me today and I have not received my refund. As promised, I have lodged a formal complaint with the Consumer Goods and Services Ombudsman as well as the National Consumer Commission, more will follow.
RB
Rachel B's update18 Feb 2022, 18:32
Reviewer Update
After being told by Craig that he would escalate the matter to their finance department, I contacted him again today to enquire about the status of my refund. He stated that he would once again escalate it to their finance department immediately and get back to me. It is now 18:31, I think it's safe to assume Craig is not getting back to me today and I have not received my refund. As promised, I have lodged a formal complaint with the Consumer Goods and Services Ombudsman as well as the National Consumer Commission, more will follow.
RB
Rachel B's updateReviewer Update
21 Feb 2022, 13:17I contacted Craig from Makro again, as well as their call center and once again no feedback. I will make it my mission to take this further, as their website falsely advertises and misleads customers into purchasing items which they don't have. When refunds have to be done they take their time, without any feedback. I have not even been contacted by their finance department who was supposedly going to contact me regarding the refund.
RB
Rachel B's update21 Feb 2022, 13:17
Reviewer Update
I contacted Craig from Makro again, as well as their call center and once again no feedback. I will make it my mission to take this further, as their website falsely advertises and misleads customers into purchasing items which they don't have. When refunds have to be done they take their time, without any feedback. I have not even been contacted by their finance department who was supposedly going to contact me regarding the refund.
RB
Rachel B's updateReviewer Update
22 Feb 2022, 13:53I contacted Craig "from e-commerce" yet again and was once again told that he has no feedback. He then informed me that he is not able to get through to their finance department via telephone - what a joke! When I asked Craig what his surname was, he responded with "that's not important". So I'm not allowed to know who I'm dealing with so I can reference my conversations with this person when speaking to a different department? He stated that seeing as I have already lodged a complaint with the CGSO, I must wait for their feedback. I informed him that the complaint to the CGSO is a separate matter and that I want Makro to refund my money. Once again, no progress was made with Craig "from e-commerce". I then contacted the call center once again, who informed me that the refund has already been processed. Which is impossible as no one has contacted me from Makro for any feedback or information. I was then placed on hold for 25 minutes after which I eventually hung up.
RB
Rachel B's update22 Feb 2022, 13:53
Reviewer Update
I contacted Craig "from e-commerce" yet again and was once again told that he has no feedback. He then informed me that he is not able to get through to their finance department via telephone - what a joke! When I asked Craig what his surname was, he responded with "that's not important". So I'm not allowed to know who I'm dealing with so I can reference my conversations with this person when speaking to a different department? He stated that seeing as I have already lodged a complaint with the CGSO, I must wait for their feedback. I informed him that the complaint to the CGSO is a separate matter and that I want Makro to refund my money. Once again, no progress was made with Craig "from e-commerce". I then contacted the call center once again, who informed me that the refund has already been processed. Which is impossible as no one has contacted me from Makro for any feedback or information. I was then placed on hold for 25 minutes after which I eventually hung up.
RB
Rachel B's updateReviewer Update
22 Feb 2022, 14:23I have just received my refund, I think it's ridiculous that it took daily follow ups with no feedback from Makro and having to lodge a formal complaint with the Consumer Goods and Services Ombud before any progress was made. I also didn't receive the supposed "inconvenience voucher", apparently Makro Online doesn't know how to honor any of their agreements. I urge everyone with similar experiences to lodge formal complaints with the Consumer Goods and Services Ombud, if other online merchants can inform their customers of suppliers being out of stock before accepting money and processing refunds in a timely manner, Makro Online should be expected to do the same. The service and overall experience with Makro Online has been appauling and I will absolutely, definitely never purchase anything from Makro's online store ever again. Had I seen the numerous complaints about the same issue on Hello Peter before I made my purchase, I definitely would not have gone through with it.
RB
Rachel B's update22 Feb 2022, 14:23
Reviewer Update
I have just received my refund, I think it's ridiculous that it took daily follow ups with no feedback from Makro and having to lodge a formal complaint with the Consumer Goods and Services Ombud before any progress was made. I also didn't receive the supposed "inconvenience voucher", apparently Makro Online doesn't know how to honor any of their agreements. I urge everyone with similar experiences to lodge formal complaints with the Consumer Goods and Services Ombud, if other online merchants can inform their customers of suppliers being out of stock before accepting money and processing refunds in a timely manner, Makro Online should be expected to do the same. The service and overall experience with Makro Online has been appauling and I will absolutely, definitely never purchase anything from Makro's online store ever again. Had I seen the numerous complaints about the same issue on Hello Peter before I made my purchase, I definitely would not have gone through with it.