CG
Craig G
1 reviews | Active since Feb 2014
30 Dec 2021, 15:02
Makro Losing the eCommerce Battle
Worthy of zero stars.... Placed an order on the 13th of December under the promise that the item would be delivered before Christmas. It is now the 30th (December) 15.00 and no delivery. Have called their helpdesk 4 times since the 27th and am greeted with the same, non-committal response of 'we are following up'. I was eventually given the number of Riversands branch where the item is supposedly pending with the courier (since the 17th) but have been waiting for over an hour now. This is not good enough.
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Craig G's updateReviewer Update
04 Jan 2022, 08:32Makro,
Huge improvements need to be made all across your value chain to drive and deliver customer satisfaction...
I eventually had to go in-store to pick up the item myself (thankfully I own a bakkie so I could pick up this sizable object).
I would have gladly provided this feedback to someone in person had anyone returned my calls or followed up on the original complaint.
Huge improvements need to be made all across your value chain to drive and deliver customer satisfaction...
I eventually had to go in-store to pick up the item myself (thankfully I own a bakkie so I could pick up this sizable object).
- When arriving, the entrance was opened late.
- My TV license had not been validated by your staff ahead of time even though I had submitted all required documentation via your platform when purchasing the TV on the 13th.
- Once the license was validated, I waited an additional 30 minutes for the team to 'process paperwork'.
- I asked the receptionist multiple times to follow up on where the team was with my order, but due to her being completely engrossed with her mobile device, my query was brushed off, and feedback was not actively provided.
- In total, it took over 45 minutes to pick up an online order which should have taken no more than 10 minutes if the team had been proactive.
- lastly, I subsequently picked up that the final invoice was grossly different in value from the original purchase price - something I will be checking with the store manager as this affects my insurance.
I would have gladly provided this feedback to someone in person had anyone returned my calls or followed up on the original complaint.
CG
Craig G's update04 Jan 2022, 08:32
Reviewer Update
Makro,
Huge improvements need to be made all across your value chain to drive and deliver customer satisfaction...
I eventually had to go in-store to pick up the item myself (thankfully I own a bakkie so I could pick up this sizable object).
I would have gladly provided this feedback to someone in person had anyone returned my calls or followed up on the original complaint.
Huge improvements need to be made all across your value chain to drive and deliver customer satisfaction...
I eventually had to go in-store to pick up the item myself (thankfully I own a bakkie so I could pick up this sizable object).
- When arriving, the entrance was opened late.
- My TV license had not been validated by your staff ahead of time even though I had submitted all required documentation via your platform when purchasing the TV on the 13th.
- Once the license was validated, I waited an additional 30 minutes for the team to 'process paperwork'.
- I asked the receptionist multiple times to follow up on where the team was with my order, but due to her being completely engrossed with her mobile device, my query was brushed off, and feedback was not actively provided.
- In total, it took over 45 minutes to pick up an online order which should have taken no more than 10 minutes if the team had been proactive.
- lastly, I subsequently picked up that the final invoice was grossly different in value from the original purchase price - something I will be checking with the store manager as this affects my insurance.
I would have gladly provided this feedback to someone in person had anyone returned my calls or followed up on the original complaint.