DONT ORDER ONLINE FROM MAKRO

I would like to express my frustration and disappointment with Makro and the online order placed.

On Sunday, I visited the store to purchase items for my daughter’s birthday party. Due to long queues, I opted to order online, reassured by the stated 2-day delivery time. On the 26th of August, I placed my order with the expectation of receiving it by the 28th of August, as confirmed by Makro in the attached email. My order included items I required to make up party packs for my daughters birthday which is today (29 August) and other items to make treats and bake for the party planned.

However, despite multiple calls yesterday (28th August), I was repeatedly misinformed about the status of my delivery. Initially, I was told that deliveries could take 2-5 days, which contradicted the 2-day delivery time stated in my confirmation. Despite assurances that my order was on its way, I later found out it would not be delivered, leaving me in a difficult position. • I called yesterday morning at 9h37 am to confirm I will receive my order yesterday and the lady then informed me deliveries can take 2 – 5 days – I told her that was not noted on my order and even the confirmation email I got (attached) stated I would get my order on the 28th. I asked her then to make the relevant arrangements to ensure I would receive my order yesterday, and to confirm with me. • She did not call me back thus I called again at 10h40 to confirm if I will receive my order and the gentleman confirmed my order was on its way. • By 14h34 I called again to follow up and was at first placed on hold – and cut off • Then called back at 14h36 and agent Onele was not helpful at all simply told me there was nothing she could do, she could not put me through to the store, or a manager or anyone to assist. • I called again14h43 and spoke to Sinaza who after a 32 minute call informed me the order will not be able to reach me and tried to arrange that I can go collect it, however this also did not work out as store informed her that was not possible.

I had to make last-minute arrangements to substitute the items needed for party packs and treats for My daughters birthday which is today (29th August). To add to the frustration, I received an email stating that some items were simply cancelled, and I will only receive a refund within 10 days. This is unacceptable, especially considering I needed those items yesterday and now must wait to repurchase them elsewhere.

If Makro intends for deliveries to take 2-5 days, this should be clearly indicated at the time of purchase. Furthermore, when items are unavailable, especially after such a delay, they should be restocked or alternative options offered, similar to the service provided by other retailers like Checkers, who also issue immediate refunds for out-of-stock items. Checkers can accept and deliver an order in 60 minutes. If a product is out of stock you get an option of an alternative, or they refund you IMMEDIATELY. Not receiving an item in the short timeline is deemed acceptable. But not when you have 5 days to pack the order.

Waiting 5 days for an order, only to have items cancelled, and then being expected to wait an additional 10 days for a refund is extremely disappointing.

On 30th of August, Still no delivery. I will escalate this to the highest possible level as this is unacceptable – I wanted to prepare items for the party that is taking place on the weekend. And under pressure couldnt. Call centre simply apologise for inconvenience caused and inform me it will be delivered on Monday. UNACCEPTABLE. 3 calls this afternoon – 2 telling me package is with courier a third telling me parcel is at the store? So where is it? I asked to speak to a manager and none are ever available.

• My guests wont have waters or soft drinks as ordered from you • My daughter wont have the treats she asked for

I eventually went to the store Monday 2 September afternoon as I still did not have my delivery

The manager offered to cancel my delivery and refund me in 7-10 days. I said it was unacceptable.

He offered me a R75 voucher (Keeping in mind he failed to add I have to spend another R600 to benefit from the voucher) I again declined asking to speak to a more senior manager who was too busy… The manager then came back offering me 2 x R75 vouchers and willing to let the delivery take place and collect the items I did not need anymore. I then said I will accept if there is no minimum spend to it – he agreed but added I needed then two cards …. I said that is his problem, I will get items and he resolves it at the till. I went to get my items waited for him at till point and he never pitched. I called and he said I should not leave but he did not come and after spending an hour to try and resolve the issue I paid for the items and left.

At this point I am not thinking a discount voucher will fix my dissatisfaction.

I had to make a plan for party packs I had to spend more money to obtain the items I needed to ensure the party was not also a mess. I lost business time to call you guys and follow up and go to the store

The delivery finally arrived Monday evening 18h11.

Surely consumer act would be on my side that you failed on promised delivery date. I don’t want discount vouchers.

I will ensure to post where I can, and tell friends about this experience – and NEVER order again. Not even a reply on my emails.