Lack of delivery

We bought a fridge at Makro Strubensvalley on Friday, 27 June 2025, which included next day free delivery. Score. Our salesman, Themba, assured us that we will receive a call from the delivery person an hour before delivery. Saturday, 28 June, comes and it was a very quiet morning. At 13h30, I decided to call Makro Strubensvalley, Xolani helped by literally walking over to the delivery department and connected me with the person heading the department. The woman (can't remember) said Zakhele had taken the fridge since the morning and should deliver it some time in the afternoon, but no, instead I had to call again around 16h00 and I was put on hold for a whole hour, with no one being able to assist further. Clearly some form of customer service training is needed here.

On Sunday, 29 June, after a vigorous marathon, and our calls not being answered, my wife and I drove straight to the store demanding answers. Themba, our salesman, walked us over to the delivery department where we were assisted by Eddie, and you could clearly see the confusion because the item was marked as out for delivery. He made a few calls and got us a driver by the name Ntsuxeko, who would be able to deliver same day and we were good to go home, UNTIL, I received a call after 14h00 from Zakhele (yes, same guy who was supposed to deliver on Saturday) saying he would like to apologise by personally delivering the fridge to us. It is now 17:30 on an early Sunday evening with no fridge, no missed call, no explanation.

Here I am wondering what's with the empty promises? I'm obviously disappointed, frustrated and wish this could be taken seriously. Makro could be honest about how overwhelmed they are because it is starting to show in their incompetence.

Don't trust Makro's "next day free delivery". Get a friend that has a bakkie to collect that item for you and buy them a 6 pack of beer, as a thank you.