1 reviews | Active since Apr 2013
Item ordered not delivered and poor customer service
We placed an online order for an oven on 02.12.19, after waiting in the ****arney Gardens shop for 30 minutes, just for the sales lady to come back to us saying that they do not have the item in stock. We figured that as the Montague Gardens branch has stock, we will just get it delivered to avoid standing in line again. What a mistake as it has now been 11 working days without any sign of our oven and no guarantee as to when it will be delivered.
We have phoned the contact center 3 times, just to be told that the oven is in consignment. We are going on holiday soon, so if the item isn't delivered soon, there will be no one to receive it. The contact center has been less than helpful as they promise to phone back every time with a status update, but to no avail.
We could have just driven through to the store to pick the oven up, but now we have paid the delivery fee and there is a 10 day refund policy! And the excuse... a delay due to an increase in deliveries caused by Black Friday. Don't make a promise then that you are not going to keep and train your staff please as good customer service goes a long way! We want our money back - NOW!
So cancelled the order and need to wait 14 work days for a refund. That is 25 days that they will be sitting with my money in their bank accounts, earning interest! How is that even legal if the fault lies with Makro not delivering as per their policy? Perhaps this is something for the consumer tribunal to sort out!
So cancelled the order and need to wait 14 work days for a refund. That is 25 days that they will be sitting with my money in their bank accounts, earning interest! How is that even legal if the fault lies with Makro not delivering as per their policy? Perhaps this is something for the consumer tribunal to sort out!
Thank you for bringing this matter to our attention.
Kindly accept our humblest apologies for the customer service you have received and the inconvenience this has caused you. We will contact the stores Online departmental management to assist with the refund and as soon as feedback is received we will contact you.
Please be advised that feedback will be relayed within 24 - 48 hours.
Kind Regards,
Makro Hello Peter Team
Thank you for bringing this matter to our attention.
Kindly accept our humblest apologies for the customer service you have received and the inconvenience this has caused you. We will contact the stores Online departmental management to assist with the refund and as soon as feedback is received we will contact you.
Please be advised that feedback will be relayed within 24 - 48 hours.
Kind Regards,
Makro Hello Peter Team