Makro lies and Poor customer service

On 27/07/2020 i decided that i was going to buy a trampoline at Makro. i first phoned the number that is available online to inquire which branch has stock. I specifically did this because i knew that i stay approximately 200kms away from Capetown so i needed to know exactly which store i should go to to prevent an unnecessary trip. The Teleprompter or pre-recorded message was so unclear that you could almost not hear the instructions that you are given. I could however make out that the recorded message informed me that a whatsapp chatbot was available and could be used to check for stock or availability of items in stores.

i followed the chatbot route and the chatbot sent me a message that all branches have stock. i decided to drive to Makro in Montague gardens. When i arrived at the store they informed me that they did not have stock. The following excuses or lies were what i was told whilst trying to resolve the issue:

1. whilst speaking to the manager the manager told me that yes the chatbot could have told me that they have stock however that could have been in the morning. They could have sold that stock in the morning and the chatbot did not update. ----- I informed the manager that that is a blatant lie as the person that assisted me initially in the shelves informed me that they have not had any stock for 2 weeks now. so it can not be that they sold the stock the morning of 27/07/2020. 2. I showed them the chats that i was sent they looked at them and said, "no sir all this chat is saying is that these are all the stores located in Capetown". --- i had to make it clear that if we all understand English it must but clearly understood that the chat says... "these are the following stores that has this item IN STOCK". it does not say that these are the items in store.

I was very calm and told them that i am just not happy as i drove out petrol at my own expense under false pretenses thinking that they will have the items that i came there to buy. costs which i now will not recover although i feel they bare most of the responsibility.

in conclusion i will warn customers to not take any expensive drive out to a Makro branch. you might not get the items you drove there to buy and if you question their staff or management they will either lie or they and give you some funny story. you will go back home empty handed.