MAKRO fail

Makro is big in store, big on life and I think, big on false promises. There is a wonderful youtube communication that shows how simple and convenient it is to order from Makro and get products delivered. The exact words are “we have over a 100 000 products and simple way to satisfaction. Buy online and we deliver direct to you. For convenience and choice…just click.” Makro has a makro reputation to uphold, but in our experience, this is a Makro fail. ON the 25th of April, I ordered and paid online for a stove to be delivered to my late Mom’s friend. The lady is elderly and has been battling to make food. My mom’s friend lives in a small cottage in the garden route. She does not have a vehicle. She is a pensioner. Data and airtime are expensive..Of course she and I realised that this is the lock-down and the communication from Makro clearly said that the stove will be delivered within a week of Phase 4 and knew she had to make do till then. On the 1st of May, South Africa moved into Phase 4. On the 12 of May we received the notification from MAKRO that the order has been dispatched. On the 14 of May tracking says the product is with Dawn Wings. Dawn Wings suggests my mom’s friend calls MAKRO. She called the help- line: *** and Ayanda said she has to call PE MAKRO. She called *** and spoke with Fanta – very friendly man –Fanta said the stove was still in the Showroom (?!)and that he will not working the next week but San will call to confirm when the stove product is at the couriers. San did not call. My mom’s friend called again – someone says Dawn Wings did not want to upload the stove as it is not a necessity. Time Freight has been appointed to deliver the stove – the waybill number is: ***. She called Time Freight – but the phone is engaged for hours. On the 19 th of May, she called Makro PE again. Zempile said that Time Freight had been liquidated and that Makro will appoint another Courier to deliver on Monday 22 of May. On the 22nd of May my mom’s friend called *** and spoke to Chanon. Chanon said that they deliver in East London area on Monday, Tuesday in Beauford West and the Garden Route on Friday. My mom’s friend is on the Garden Route. So on Friday the stove will be delivered. On Friday 29th , in the afternoon, my mom’s friend called and spoke to Chanon again. The stove had not been delivered. Chanon said that she had not said Friday, she said Saturday. My mom’s friend explained that she cannot receive the stove on Saturday as she had a doctor’s appointment. Chanon responded that she needed to cancel the doctor’s appointment. Which she cannot do of course. Alternatively, she would have to wait another two weeks for the delivery.

So then, let’s wait two more weeks. On Saturday 6/6 at 8:35 in the morning a truck driver called my mom's friend to say that the stove is on his truck, and inquires about the address. (Why does one have to fill in all the details when you order something I wonder?) My mom’s friend explained to him to please call her when he got to Sedgefield so that she could put the dogs at the back of the property. Truck driver said he has a GPS and will find the address and will deliver at about 13:00 . My Mom's friend organises for an electrician to come and put the stove in. The truck driver did not call from Sedgefield. No delivery. She called MAKRO PE in the afternoon, once again had to hold on for 40 minutes before she can speak to an operator. At 16:30 she spoke to Thabang. He said he would find out and let her know. José called back and said the truck driver turned back as he could not find the place.

My mom’s friend received an text that the order has been delivered. Which it clearly hasn’t.

Now what to do? Makro, for convenience and choice – just click.

I think you are over-promising.