1 reviews | Active since Sept 2020
Makro Customer Service
We bought a vacuum via the Makro online platform with 1-year warranty. It stopped working after 9 months and we emailed to ask for the process to follow to get it repaired.
We were advised, in writing, to return the vacuum to a store when the lockdown levels eased. Upon returning to the store we were told that it needed to be collected directly from us now, but he store manager kindly offered to arrange the collection from the store and include us on the email, which he did so on June 6 2020.
We then received an email on 26 June stating our refund request had been submitted to the finance department and the payment would take 2-14 days. When we received this mail we bought another vacuum after no having had one for a few months.
Needless to say, the refund never arrived. After numerous phone calls with empty promises of the refund being escalated and apologies for the inconvenience nothing ever happened. The calls are supposedly recorded, so I requested they visit the call logs to hear the various promises made, upon where I received yet more promises of follow up calls and emails.
Then we get another email saying that the vacuum has been repaired and was returned to us !!!! We're now sitting with 2 vacuums and no responses to emails?? My irritation comes from the numerous empty promises and terrible communication. Everyone has had to work remotely in the new world but this has been the worst experience of my life as a Makro customer, I feel that they have taken "sorry I'm working from home" excuse to a new level of incompetence.
After writing a review on 7 September was pleasantly surprised to receive an email from
Zwelakhe Mnguni , a Consultant from the Makro National Contact Centre, apologising and requesting prior communications from Makro. I forwarded all the information on September 14th and they confirmed receipt on Sept 16 stating it had been " sent this matter directly to our relevant departmental managers at our head office to further assist ".
After receiving no feedback over the course of the next few months despite numerous follow emails, I finally received a phone call from makro on Monday 21 December at 10:11 am stating that there had been some ***** on their side regarding the email stating I would get a return of the money that they were going to refund me the money. I was told it would take 10-14 working days for the payment to reflect. When I asked if they were going to collect the vacuum the caller, Zwelakhe Mnguni , said that they weren't sure at that stage.
Needless to say, a few months have passed with again numerous follow-ups around the payment with nothing to show.
Then today, 9 March, I received an email saying they are not going to refund me anymore as the vacuum has been repaired. In the same mail, they apologise for the original email that said I was going to get refunded and that it was an automated response from their systems.
So now I've been told twice I would be getting a refund and twice it's been retracted, and the reason keeps changing too.
An absolute joke that has been going on for close on a year, and from a company that is generally well respected.
" We understand that this email have then caused frustrations and confusion, we sincerely apologise in that regard.
We hope you find the above in order."
After writing a review on 7 September was pleasantly surprised to receive an email from
Zwelakhe Mnguni , a Consultant from the Makro National Contact Centre, apologising and requesting prior communications from Makro. I forwarded all the information on September 14th and they confirmed receipt on Sept 16 stating it had been " sent this matter directly to our relevant departmental managers at our head office to further assist ".
After receiving no feedback over the course of the next few months despite numerous follow emails, I finally received a phone call from makro on Monday 21 December at 10:11 am stating that there had been some ***** on their side regarding the email stating I would get a return of the money that they were going to refund me the money. I was told it would take 10-14 working days for the payment to reflect. When I asked if they were going to collect the vacuum the caller, Zwelakhe Mnguni , said that they weren't sure at that stage.
Needless to say, a few months have passed with again numerous follow-ups around the payment with nothing to show.
Then today, 9 March, I received an email saying they are not going to refund me anymore as the vacuum has been repaired. In the same mail, they apologise for the original email that said I was going to get refunded and that it was an automated response from their systems.
So now I've been told twice I would be getting a refund and twice it's been retracted, and the reason keeps changing too.
An absolute joke that has been going on for close on a year, and from a company that is generally well respected.
" We understand that this email have then caused frustrations and confusion, we sincerely apologise in that regard.
We hope you find the above in order."
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team