1 reviews | Active since Dec 2019
Makro Offline
This review is for the customer service of Makro Online. I placed an order end of November, and arranged for a DSV collection point. 2 weeks later I receive a call that the item would need to be delivered instead, free of charge. I give my address details, and contact details. I was told it would be delivered that same week. The following week I follow up, and that consultant mentions the same thing. The week thereafter I speak with another consultant, and am then referred to the team leader on the floor. My address and my contact details were completely incorrectly captured, and no one followed up with me. My details are correct on the order itself, so I don't know how they could not reach me. The team leader promises to have an update the same day, but also does not get back to me. I call again the next day, and she asks me to forgive her given that each consultant failed to call me back when they said they would, and now she did the same thing. I am still awaiting confirmation that my item will be delivered this week. I am really disappointed with the standard of the customer service with Makro Online, and even more so that the leadership therein is also lacking. I am 100% avoiding any online purchase from Makro again in future, the user experience is really bad.
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused throughout your journey with us.
We take all our customer requests seriously and assure you that this matter will be our priority.
We have received your complaint and we assure you that it will be dealt and addressed internally with relevant departmental managers at the store and thereafter feedback will be relayed within the next 24-48hrs.
Once again we do apologize for the inconvenience caused and service received therein.
Hope you find the above in order.
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 throughout your journey with us.
We take all our customer requests seriously and assure you that this matter will be our priority.
We have received your complaint and we assure you that it will be dealt and addressed internally with relevant departmental managers at the store and thereafter feedback will be relayed within the next 24-48hrs.
Once again we do apologize for the inconvenience caused and service received therein.
Hope you find the above in order.
Kind regards,
Makro Hellopeter Team
I managed to make contact with the courier company myself, and only wish I had done so sooner. They were able to give me answers, and a solution. I went to their depot to pick up my item, only to learn the following:
1) DSV employee mentioned that Makro has ongoing issues with DSV collections, as the lockers can only house small items - something Makro isn't communicating to customers online.
2) The correct address that was confirmed by Makro customer service was not passed on to DSV. DSV had not yet heard a single thing from Makro. I saw the incorrect order delivery address myself while there.
I hope that customers using Makro online are made aware of this appalling process, and are seeing this so they know the appalling service I have received throughout. If I had not contacted the courier myself, I would still be waiting on Makro today, to hopefully get back to me with an "update". False promises, and terrible courier arrangements.
Thank you to DSV Couriers for helping me out so quickly and effectively.
I managed to make contact with the courier company myself, and only wish I had done so sooner. They were able to give me answers, and a solution. I went to their depot to pick up my item, only to learn the following:
1) DSV employee mentioned that Makro has ongoing issues with DSV collections, as the lockers can only house small items - something Makro isn't communicating to customers online.
2) The correct address that was confirmed by Makro customer service was not passed on to DSV. DSV had not yet heard a single thing from Makro. I saw the incorrect order delivery address myself while there.
I hope that customers using Makro online are made aware of this appalling process, and are seeing this so they know the appalling service I have received throughout. If I had not contacted the courier myself, I would still be waiting on Makro today, to hopefully get back to me with an "update". False promises, and terrible courier arrangements.
Thank you to DSV Couriers for helping me out so quickly and effectively.