1 reviews | Active since Dec 2016
Failed to substitute an order as per my request
I'm so disappointed with Makro Online. I placed an order yesterday, received an email today to advise that some items were cancelled as they were out of stock. Immediately after receiving the email I called to ask if they can not substitute the order with one item that was available , I was told same is possible and that an email will be sent to that effect. I was surprised to get a message stating that the order has been handed over to the courier, without receiving the email Zanele promised she would sent
Upon opening didn't receive the requested substitution. I'm very disappointed with the service received from Zanele as she promised that an email will be sent to the store to assist with same , as soon as same is done I will get an email to that effect.
I now want to know what is the purpose of the call Centre to address and assist with such queries when they dismally fail us.
I would like to understand how you deal with queries I do also take into consideration that you indicated that you will revert.
However getting someone to call me only to tell me its not the contact center's fault that the substitution didn't happen, doesn't help me at all.
I ordered online , the email that followed indicates that for any queries call the contact center, it made no mention of me calling the store
Now I'm told I shouldn't blame the contact center as its not their fault but that of the store
I called the contact center as per the instruction I got on the emails sent to me to confirm the order, I spoke to someone who promised me same will be done, she further advised that she will send the query directly to the store
If same was impossible my view is that she should have advised , that I'm unable to auction same on my side , kindly call the store directly
Now i get a call from someone in management (i presume) who is failing to take accountability and wants to shift everything to the store as she knows very well I will not go thee and enquire as they will send me back to the contact center as the order was placed online.
Now we are shifting the blame instead of coming with a solution or merely just apologizing.
In my opinion the call was unnecessary because she failed to take accountability. The response here is and was way better.
I would like to understand how you deal with queries I do also take into consideration that you indicated that you will revert.
However getting someone to call me only to tell me its not the contact center's fault that the substitution didn't happen, doesn't help me at all.
I ordered online , the email that followed indicates that for any queries call the contact center, it made no mention of me calling the store
Now I'm told I shouldn't blame the contact center as its not their fault but that of the store
I called the contact center as per the instruction I got on the emails sent to me to confirm the order, I spoke to someone who promised me same will be done, she further advised that she will send the query directly to the store
If same was impossible my view is that she should have advised , that I'm unable to auction same on my side , kindly call the store directly
Now i get a call from someone in management (i presume) who is failing to take accountability and wants to shift everything to the store as she knows very well I will not go thee and enquire as they will send me back to the contact center as the order was placed online.
Now we are shifting the blame instead of coming with a solution or merely just apologizing.
In my opinion the call was unnecessary because she failed to take accountability. The response here is and was way better.