False advertising, no client service!!!

I have always been a loyal customer of Makro. I understand that things are a bit “upside down” at the moment due to Covid 19 and I therefore forgave the previous issue just before lockdown in light thereof. Even more so, I recently ordered something from Makro that put my faith back in their online shopping system as it went seamless.

I placed an order for study furniture through another company, which I was advised yesterday is not likely to be delivered until way into July. This will not do due to the fact that the kids are being home-schooled at the moment. So I jumped onto Makro’s site and low and behold they had exactly what I wanted but of course it was pricier and also, it was marked as promotional items. So, I called Makro first (and as you know you are on hold for a VERY very long time), and eventually I managed to speak to somebody who ensured me there is in fact stock of both items. So I phoned said 1st company and cancelled my order with them (it was quite a large order which also had other items in it) as I decided o rather go through “trusted Makro”.

When trying to place the order, it was giving issues stating the product is out of stock and therefore removed from the trolley. So again I phoned and was ensured this is a mistake and I should just keep on trying, “the system is slow” and things like that was offered as excuses. I was ensured over and over again that there is in fact stock. Needless to say (I need the items desperately), I tried all day to secure this deal and finally managed late yesterday afternoon to secure both items. Then when making the payment, it went through on my bank but showed on the Makro system as outstanding (and giving me 2 days to resolve the payment or else order will be deemed as cancelled). So once again I called as I was worried it will affect my order and also worried about stock availability. I was put on hold once again for over 20mintures. Whilst on hold I received an sms notification from Makro stating they have received payment and my order is in progress. So I thought finally, sorted. But I had a bad feeling all along so again this morning I checked and everything was fine.

A few hours later I receive an email from Makro stating that the desk has been removed from my order, without any explanation or apology. I immediately tried phoning the call centre again, and after holding on for 10 minutes, the phone was picked up and the call was dropped in my ear. This is beyond ludicrous, I am LIVID!

So I sent an email to Makro stating I expect a call from management to resolve this issue, TODAY. If they cannot come up with the desk, then cancel the entire order and refund me immediately, not in 7 working days. I also have to wait for the other company to refund me in 7 to 10 working days all because of Makro’s false promises! I e a couple of thousands of rands later and I have nothing to show for it and no money left to try secure the items from a 3rd company!

My husband (who saw that I have no lost ALL patience with them) tried calling and the lady uhmed and ahed and promised she would log a ticket to resolve it. He made it clear that he wants the entire order reversed and we are NOT happy to wait for 7 to 10 working days for the refund as this was false advertising and not due to us merely changing our minds. She promised to sort it out and somebody from the accounts department will contact us today still. The reference number for that call is 781902.

Low and behold, not even an hour later, I receive an email from Makro for the tax invoice for the chair + delivery. I.e. NOTHING WAS DONE to resolve!