Makro Crown Mines - Complaint

Good day

I bought a samsung fridge and dishwasher from Makro Crown Mines on Sunday, 03 December 2017.

I paid for delivery of the fridge, to which i was promised will take place by no later than Tuesday, 05 December 2017.

By Tuesday, no one made contact with me to schedule the delivery.

Wednesday morning, 06 Dec I contacted the delivery office and was told to please be ready to receive the delivery at 12h00. I managed to take some time off at work to ensure that i do not delay your delivery vehicle. I was waiting for an hour, at 13h00 I made contact with Makro again to find out where the driver is. I was told that the delivery was apparently not on the books for the day’s work.

Then we rescheduled the delivery for last week Thursday at 12h00. Again, I made myself available and was there to receive the delivery at the given address. Once again, I waited for an hour and no one from Makro contacted me to advise that the delivery will not take place at 12h00. I made contact with the delivery department and the did not even apologize. The information I got was to ensure that someone is home at 15h00 to receive the delivery.

So eventually after numerous phone calls, the fridge was delivered at 15h00 on Thursday.

About 5 mins after the delivery, I discovered that there is a dent on the bottom door.

I made contact with the sales desk and spoke to Rosetta. This lady informed me to not leave my property as the driver is on his way back to collect the fridge. So I waited for 45 mins (frustrated and irritated) i phoned back and Rosetta once again told me that the driver is just around the corner.

At this stage, I informed Makro that delivery of the new fridge has to happen on Thursday since i bought meat and beverage which needed to be kept cool and that I was scheduled to leave Johannesburg on Friday morning.

Eventually after an hour of waiting again, I made contact with the driver myself, who informed me that no one instructed him to turn back to collect the fridge.

After explaining my frustration to Rosetta’s line Manager “Mpho”, I was asked to please please make someone available to receive the delivery on Saturday, 09 December.

I got someone to travel about 60kms to receive the delivery on my behalf, which was scheduled by Mpho for 09h00 on Saturday.

Guess what... to no surprise no one from Makro came to collect the dented fridge, nor deliver the new fridge.

Your service is of poor standard. I cannot understand how you allow *********** staff to deal directly with your clients. Surely line managers should follow up to ensure that they stick to their promised schedules.

They've wasted more than 4 hours of my time, and costed me more money to arrange for someone to be available in my absence.

I will definitely not support this Makro branch again and will advise all other potential customers of Makro to rather arrange your own transport for delivery in order to save yourself the frustration, time and money.

Kind Regards Anton Geldenhuys