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CK
Carryn K

1 reviews | Active since Nov 2021

17 Jan 2023, 14:18

***** / THEFT / FALSE ADVERTISING

I placed an order online on 03/01/2023. On the 4th 3 items were cancelled and refunds were to be processed. On 09/01/2023 one refund was received and till today I am still awaiting payment for the other two. I called the contact centre today and was told the system shows that the refunds have been processed and that I should check my bank statements. I explained to the lady that I don't have time and airtime to waste if it had been done. I have checked my bank statement and the refunds have not been paid. I then asked to speak to a manager and after holding for 5 minutes, was told the manager is in a meeting. When I asked to speak to another manager, they were all miraculously in a meeting. I have done an enquiry online and no one has contacted me, neither have I even received an acknowledgement email.

I will be reporting Makro to consumer counsel for false advertising and ***** for charging me for items they cancelled and have not refunded within the time as per their website. Then I will be laying ******** charges for theft, as they have not refunded my money.

Very disgusted with their service. I WON'T BE SHOPPING AT MAKRO ANYMORE

0
Replies (4)
Makro
Makro's reply18 Jan 2023, 12:38
Official
Dear Carryn K, We are sorry to read that you did not enjoy your experience. We would appreciate an opportunity to get in contact with you to address your feedback. Please forward us your details and feedback via *** and a member of our Customer care team will be in touch. We hope to hear from you soon. Warm regards, Makro Team

Best regards,

CK
Carryn K's update18 Jan 2023, 12:49
Reviewer Update
The email address is not visible ... I have contacted you numerous times and in various ways and this is the only response I've received. My order number MAK*** - please retrieve my contact details from there and contact me today.

If it is of any interest to you, I have sent my complaint to the consumer counsel.

Also, this generic response does not placate me, it makes things much worse as you don't have the decency to call me or respond to me via email. You expect me to send another email that won't be read or responded to.
Makro
Makro's reply19 Jan 2023, 10:37
Official
Good day Carryn,
 
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
 
We take all our customer requests seriously and assure you that this matter will be our priority.
 
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. 

We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
 
Please be advised that feedback will be provided.
 
Once again, we apologize for the inconvenience caused throughout your journey with us.
 
I hope you find the above in order.

Kind Regards,
Makro Hellopeter Team

Best regards,

CK
Carryn K's update19 Jan 2023, 11:06
Reviewer Update
I don't find it in order ... I ahve waited 12 working days for the refunds and all I hear from Makro is 'I understand your frustration and apologize for the inconvenience" but nothing is done to rectify.
Your call centre called me yesterday and I was told that management is in a meeting and will give me a call back and still nothing. I was also told that I now have to wait 2-5 working days for finance to investigate and advise. Why should I wait so long for my refund??? When your website states 2-5 working days? This is absolute nonsense.

I WANT MAKRO TO PAY MY REFUNDS!!!!!! I PAID YOU FOR PRODUCTS THAT YOU CANCELLED AND NOW I HAVE TO FIGHT TO HAVE MY MONEY RETURNED??? WHEN I PURCHASE SOMETHING FROM YOU, I DON'T TELL YOU THAT YOU NEED TO FOLLOW MY PROCESSESS AND I WILL PAY YOU WHENEVER ... NO, I HAVE TO MAKE PAYMENT BEFORE I RECEIVE GOODS FROM YOU.

SO PLEASE TELL ME WHY IS IT ACCEPTABLE FOR YOU TO MAKE ME WAIT MORE THAN 2 WEEKS FOR MY REFUND??? WHERE IS THE CUSTOMER SERVICE IN THAT??? NOWHERE - IT'S ALL IN YOUR BEST INTEREST.