Horrible Online Services and Lies!

<p>On Thursday, 25 August 2016, I placed an online order for a Samsung dishwasher (machine) to be delivered within 2 - 5 working days to the preferred address. On Friday, around 13:00, I received a call from a man called Super, claiming that that the machine is out of stock and cannot be delivered, and that I should either order something different for the same price, wait for stock that would arrive in six months or request a refund. This puzzled me as i had received an email from Makro confirming that the order is ready for delivery around 8AM. Being unhappy about that, I asked Super (who claimed to be the assistant manager at the branch he worked at) to transfer me to his manager. He then stated that his manager is unavailable at that time, and that he would get him to call me back. I then called the number on the email, and the consultant confirmed that the machine had indeed. </p> <p>On Monday, 29 August 2016, I called the ***to track the status of the delivery and spoke to a different consultant who also still maintained that the machine would be delivered and gave me a number ( ********** 300) for the delivery unit that I could use to follow up on progress, which took me back to the same Super guy. He still maintained that i cannot receive the machine, and this time he claimed it was damaged.</p> <p>On Tuesday, 30 August 2016 I finally got hold of the manager who promised to get back to me. Between Super and his Manager (Adonis), they had promised to get the dishwasher from other stores and would still deliver before Friday, 02 September 2016. They promised to get back to me, whom they never did, and every time i called back Adonis would speak to Super and get back to me (which never happens) and Super is forever waiting for confirmation of available stock.</p> <p>Needless to say, today Wednesday 31 August 2016, Super never took any of my calls and never came back to me. Instead, his line was answered by a colleague named Thabo who told me to wait for six month for the machine. After several attempts trying to get hold of the manager (Adonis), he promised again that he would confirm with Super and get back to me again that never happened.</p> <p>Because i was not getting any assistance from this unit, I then decided on calling the Makro online number (***) and spoke to a Sibusiso who promised to investigate the matter and come back to me. He came back to me indeed; also backing up Super's story that the machine was damaged when they were attempting delivery and that there is nothing they can do. A few seconds after speaking to him, I received an sms confirming that the machine has been delivered and had an ***number on it. I then called that number and was assisted by Mbali, who also promised to investigate the matter, and was surprised that the machine was not delivered. After enquiring on when the machine was dispatched, Mbali confirmed it was dispatched on Monday in good order. Keep in mind that Super had called me on Friday. I then called Mbali again after giving her some time to investigate, and she gave me a report back that the weekend staff had sold my machine. I then confirmed if Super was indeed an assistant manager, which turns out that he is not. This was confirmed by both Mbali and the lady who answers the ********** number.</p> <p> </p> <p>I am beyond disappointed by how Makro treats their customers. Firstly, there was a commitment made that the machine would be delivered in 2-5 working days. Secondly, I have heard three different stories on why the machine has not been delivered. Thirdly, even management seem to care less on delivery. I have spent a lot of time and money (on phone calls) trying to figure out what is going on. I should imagine there should be a professional and DECENT way to communicate with customers. </p> <p>Makro gladly received my money, called to say the machine has been dispatched, smsed me to say they have delivered and had the decency to thank me for trading with them and yet I do not have this merchandise. This kind of behavior is the kind that leads to a drop in consumer confidence as word spreads, and as a result reputation is ruined. </p> <p> </p> <p>The purchase of this machine was planned around an event happening on Saturday morning, I expect to have the machine with me when this event starts (preferably Friday). I would like the machine that i had bought, at the expected time as promised by Makro's delivery terms of 2 - 5 working days. These promises prevented me from buying from other stores and all could have gone according to plan. Had I known that I would receive such despicable service and be undermined to such magnitude, I would never even considered trading with Makro. Rest assured that this is only the first step of escalation; should I not receive this machine by Saturday morning in time for the planned event...I will exhaust all avenues of escalation, including the National Consumer Commission.</p>