Makro Online
When Service Fails: A Customer’s Disheartening Retail Experience MAKRO ONLINE DIVISION Introduction A retail store is more than just a place to purchase goods. It is an experience, an interaction, a moment that can make or break a customer’s perception of a brand. While positive experiences are often expected, negative encounters can leave a far deeper imprint on one’s memory. This narrative explores, in detail, a particularly disappointing experience with Makro Online purchasing division, viewed through the lens of customer service, and reflects on its broader implications for both consumers and businesses. The Initial Excitement I needed to buy a new television and checked out the Makro online app. I decided on buying a set and duly placed my order and made payment thereto on the 17th July at around 11 am. The First Interaction: Indifference and Impatience. After checking the specs of this TV, I decided to rather purchase a more expensive set and contacted the Makro customer care line on ***at around 2 pm to cancel that order, so that I could place a new order. • I spoke to a lady called Mpho who looked up the order and said she understood and would cancel the order. She went on to the system and assured me it had been cancelled and that she would phone me the following morning to reaffirm and that my payment would be reversed on my credit card so that I could place the new order. I was most satisfied and thanked her for the help. • NONE OF THAT HAPPENED – NO CALL THE FOLLOWING DAY • Makro delivered the TV (which was supposedly cancelled) on the 18th July at around 11 am and I was not at home. They dropped it off with the guards at the guard gate, no signatures for proof of delivery etc – just give it to me when I arrive home. I would not be home that day and the guards phoned me and asked what they should do with the TV and this is when my predicament started. • I phoned the customer care line back as a matter of courtesy to advise them that the TV had been cancelled and it was lying in the guard house; they should collect it. The lady (forget her name) said she would duly phone the courier company and tell them to pick it up. • That also did not happen and at 7 pm the guards phoned me again and asked me to remove the TV, to which I had to phone a friend to open my apartment and put it in to safe keeping. The Purchase: Confusion and Delay
• I phoned the customer care line 5 times, they made a lot of promises of which none of them materialized (this can be checked because they say the conversation is recorded) • I phoned Strubens Valley Makro on 4 occasions – after getting through to the switchboard operator and being transferred to relevant person I was cut off 3 times. • Above the frustration I did get in touch a gentleman who said he was the online manager. He was arrogant and after checking out the order said that I should hit the return button on the app. I did this and it said “oops something has gone wrong”, he said he could not do anything until the system came on line and that I should try again later as the app stated. • I hit the return button 17 times over the weekend it was always the same story. • The courier company advised that they would fetch the TV Sunday, which did not happen, then Monday which did not happen. • Then a WhatsApp message to say that they could not collect it and I should phone the Manager at the store to get authorization.
The Aftermath: Broken Promises and Frustration In my experience, I would advise any person thinking of buying an electronic product at Makro to think twice of their service. It cannot be trusted as they really do not care, all they want and do is just not allow the customer to return an unwanted product from their customer care division to their app. They are artists in stonewalling once they have received payment, I wonder how long it will take to recover this payment as well. It has cost me a lot of time, money and frustration in dealing with Makro.
On the positive side of this ordeal, I got hold of a fantastic representative at Strubens Valley, called Mbali, after explaining my situation to her, she was very helpful, and the TV has now been collected, this being Tuesday the 22nd July. Mbali, thank you, I really appreciate your help. I have asked ‘ Hello Peter’ to not publicise this experience before I could tell them about your fantastic service. I have bought another TV from another retailer and they have been most professional, it is such a pity that there are not more “ Mbali’s” at Makro.