Makro - **********, ******* or Just Totally ***********?!

I ordered a full set of Canon XL cartridges from Makro Online on 19 July 2018. I received two different deliveries as the Makro apparently didn't have the grey cartridge in stock but ordered it from their supplier. Both deliveries arrived the following day but when I opened the package with the grey cartridge I discovered that it was only the standard size and not XL despite the fact that both my order and their delivery note stated XL. I asked a friend to go and query this with the online delivery department at Makro Pmb. The first Makro employee took a photo of the cartridge and copies of the paperwork to forward to head office. A second and then third visit were required as no response was forthcoming. On 7 August the manager of the Pmb online collections department phoned head office and spoke to a Thabang Maitse and also sent an email with the relevant details.

After several more emails and visits to Pmb branch an email was received to say that the incorrect cartridge would be collected. (The email arrived in the afternoon AFTER the courier company had phoned in the morning to say they would be collecting a parcel).

When I queried when the replacement would arrive I was informed that a credit would be passed as the item had been advertised incorrectly. This was on 04 Sept. I subsequently informed them that I wasn't interested in a credit as I needed the cartridge in order for my printer to work correctly. (I had already confirmed with a 3 minute phone call to the supplier that they had stocks of cartridge.)

Several emails later still not cartridge and no response from Makro. Please see the email trail below.

Monday 24 September 2018 and I have not heard a thing from you. What is happening about my replacement cartridge?

From: George ********** Sent: 12 September 2018 05:03 PM To: 'Beatrice Nsaka' Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

It is now WEDNESDAY 12 Sepetember2018, 16h45 and I have still not had any response. If this matter is not resolved timeously, I shall take the matter to the Consumer Counsel.

From: Beatrice Nsaka ********** Sent: 09 September 2018 07:43 PM To: George Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Hi George,

Please note that I have escalated the below, will revert back once feedback is received.

Thank you

From: George ********** Sent: 08 September 2018 11:09 AM To: Beatrice Nsaka Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

I am not interested whether the item was incorrectly advertised or not. The paper work I have states: CANON CLI-451GY XL – HIGH YIELD – GREY ORIGINAL – INK TANK and that is what I paid for and that is what I want. Attached find copies of my purchase order and delivery note.

From: Beatrice Nsaka ********** Sent: 07 September 2018 12:27 PM To: George Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Hi George,

This item was not advertised correctly so we required a credit note so you can be refunded and then you can reordered. We apologised for the inconvenienced caused to you.

Thank you

From: George ********** Sent: 06 September 2018 05:50 PM To: Beatrice Nsaka Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Good Day

Please note that I do not require a credit note. I need the XL cartridge that I ordered.

Regards George Roberts

From: Beatrice Nsaka ********** Sent: 06 September 2018 04:57 PM To: George Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Hi George, This parcel was delivered and we have requested the credit note Regards,

From: George ********** Sent: 06 September 2018 08:45 AM To: Beatrice Nsaka Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Thank you

From: Beatrice Nsaka ********** Sent: 05 September 2018 11:19 AM To: George Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; 'Thabiso Ditsele'; 'Thabang Maitse' Subject: RE: MAK906200M

Hi George,

Will advise once feedback is received from the Return Admin.

Thank you

From: George ********** Sent: 05 September 2018 08:58 AM To: 'Thabang Maitse' Cc: 'Bukelani Mbele'; 'Komaran Padayachee'; Beatrice Nsaka; 'Thabiso Ditsele' Subject: RE: MAK906200M

Good Day

Please note that Dawn Wing collected the ink cartridge yesterday. Please can you advise when I can expect to receive the replacement. According to First Technologies whom I phoned last week they do have stocks of the CANON CLI-451GYXL- High Yield- grey-original-ink tank.

Regards George Roberts

From: Thabang Maitse ********** Sent: 15 August 2018 07:58 AM To: George Cc: Bukelani Mbele; Komaran Padayachee Subject: RE: MAK906200M

Good day

George

Apologies for the delay

I did arrange for a pick and exchange will the supplier

The matter should be concluded by today

Kind regards

From: George ********** Sent: Tuesday, August 14, 2018 5:40 PM To: Thabang Maitse Cc: Bukelani Mbele; Komaran Padayachee Subject: RE: MAK906200M

Good Day

Please could you urgently reply with regards the email below as it has now been a week and I have still had no response. The incorrect cartridge was delivered to me on 20 July and despite three visits to Makro Pmb and the email below I still do not know where I stand. I have photos waiting to be printed for both myself and others but can do nothing until this matter has been resolved.

Regards George Roberts

From: Komaran Padayachee ********** Sent: 07 August 2018 10:23 AM To: Thabang Maitse Cc: Bukelani Mbele; ********** Subject: MAK906200M Importance: High

Good day Please could you do follow up on the collection of the incorrect ink cartridge that the customer received. The customer received a normal size and not the XL size. It is a CANON CLI-451GYXL- High Yield- grey-original-ink tank Article number: F5D34F424B224E458. Thank you Komaran Padayachee Fulfillment Manager