Makro online and contact centre

If possible to give negative stars I would. I purchased an exercise bench from Makro Online. The order was not delivered on 26 August as stated. I followed up late on 26 August with the Makro National contact centre and was told that I will receive an update within 24 hours, which did not occur. Follow up calls were again made on the 27th and 28th August with no further information or update provided.

On 29 August, I was unfortunate enough to have interacted with possibly the worst customer service agent ever. She informed me that there is no turnaround time on the escalation of my query and that an escalation department is dealing with it. I must just wait for a response. She then promptly hung up on me when I stated that no turnaround time is utter BS.

During a second call to the contact centre on the same day, I was provided the courier company waybill number, as well as the origin store contact number (Makro Vaal). A follow up with the courier company was done and I was told that the store did not provide the item for collection when they went to collect it from the store (so the issue is clearly on Makro's side and not with the courier company).

I then attempted to contact the Vaal store online office at least 5 times. Each time I get through to the switchboard I am told that I am being transferred to either to Valerie or Dirk. On every single occasion the call was not answered.

From my experience above I deduce the following: 1. Makro does not care about the customer once they have received their hard earned money. 2. Once you have parted with your money, EXPECT NOT TO RECEIVE YOUR ITEM ans also expect not to be able to obtain any update or information regarding your order, unless you fight for it. 3. There is no customer service in any of the departments of the company. Staff in general are not cared about customer satisfaction. This clearly reflects the top down culture of terrible management.