DF
Darryl F
1 reviews | Active since Sept 2020
10 Dec 2020, 12:21
Makro Online and Marketplace is a joke!
I bought a product from Makro’s online store. It was fulfilled by a third party to their Marketplace.
The courier has had the parcel for almost a week and there’s no indication of when it will be delivered because the courier, Fastway, don’t communicate. When you call Makro their excuse is that it’s not their issue because it’s from a third party.
Makro... you need to own your whole process... you can’t pass the buck! Hold the third party store accountable because your reputation is going to “****” because of them... your customer care staff and call centre staff need to be taught how to do proper problem resolution and customer service because you “pass the buck” training is not working.
Helpful (0)
Replies (3)0
Replies (3)
Makro's replyOfficial
10 Dec 2020, 13:38Good day Darryl,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
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. We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
Makro's reply10 Dec 2020, 13:38
Official
Good day Darryl,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused. We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
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. We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
DF
Darryl F's updateReviewer Update
13 Dec 2020, 09:52Dear Makro,
It is now more than 48 hours since you said somebody would call me.
Since my initial message, I have been calling your call centre and emailing your customer service team.
Not once did your team have the decency to follow up and give me an idea of what was happening with my order.
I have requested a refund and have not received any acknowledgement of this request.
Do I have to institute legal action against you, to get my money, the way you do to others who owe you?
Please can I have a response that does not include the words”
“Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.”
That does not tell me more than I already know, which is nothing!
Hope you find the above in order.
Stop stuffing me around!
DF
Darryl F's update13 Dec 2020, 09:52
Reviewer Update
Dear Makro,
It is now more than 48 hours since you said somebody would call me.
Since my initial message, I have been calling your call centre and emailing your customer service team.
Not once did your team have the decency to follow up and give me an idea of what was happening with my order.
I have requested a refund and have not received any acknowledgement of this request.
Do I have to institute legal action against you, to get my money, the way you do to others who owe you?
Please can I have a response that does not include the words”
“Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.”
That does not tell me more than I already know, which is nothing!
Hope you find the above in order.
Stop stuffing me around!
DF
Darryl F's updateReviewer Update
14 Dec 2020, 09:09Good morning Makro,
I am still waiting for a response... I have now left numerous messages with you online call center team... I have emailed your customer care team and have left messages for your twitter/social media team.
Your silence on this matter is unbelievable.
What is stopping you from going to the courier and getting my product yourself to salvage any last bit of confidence that I have in your brand?
I have spent a considerable amount of money with your organisation, but clearly not enough to be considered a valued customer.
It has been two weeks since I placed my online order and your delivery promise should have been fulfilled!
I have even asked for my money back, but no response.
You are a poster child of the mediocre service that so many large SA companies are quite comfortable to pass down to customers.
The sad thing, however, is that you don't care. Looking at the numerous complaints on this channel and a net promoter score of -76... I doubt I will get a response!
I am still waiting for a response... I have now left numerous messages with you online call center team... I have emailed your customer care team and have left messages for your twitter/social media team.
Your silence on this matter is unbelievable.
What is stopping you from going to the courier and getting my product yourself to salvage any last bit of confidence that I have in your brand?
I have spent a considerable amount of money with your organisation, but clearly not enough to be considered a valued customer.
It has been two weeks since I placed my online order and your delivery promise should have been fulfilled!
I have even asked for my money back, but no response.
You are a poster child of the mediocre service that so many large SA companies are quite comfortable to pass down to customers.
The sad thing, however, is that you don't care. Looking at the numerous complaints on this channel and a net promoter score of -76... I doubt I will get a response!
DF
Darryl F's update14 Dec 2020, 09:09
Reviewer Update
Good morning Makro,
I am still waiting for a response... I have now left numerous messages with you online call center team... I have emailed your customer care team and have left messages for your twitter/social media team.
Your silence on this matter is unbelievable.
What is stopping you from going to the courier and getting my product yourself to salvage any last bit of confidence that I have in your brand?
I have spent a considerable amount of money with your organisation, but clearly not enough to be considered a valued customer.
It has been two weeks since I placed my online order and your delivery promise should have been fulfilled!
I have even asked for my money back, but no response.
You are a poster child of the mediocre service that so many large SA companies are quite comfortable to pass down to customers.
The sad thing, however, is that you don't care. Looking at the numerous complaints on this channel and a net promoter score of -76... I doubt I will get a response!
I am still waiting for a response... I have now left numerous messages with you online call center team... I have emailed your customer care team and have left messages for your twitter/social media team.
Your silence on this matter is unbelievable.
What is stopping you from going to the courier and getting my product yourself to salvage any last bit of confidence that I have in your brand?
I have spent a considerable amount of money with your organisation, but clearly not enough to be considered a valued customer.
It has been two weeks since I placed my online order and your delivery promise should have been fulfilled!
I have even asked for my money back, but no response.
You are a poster child of the mediocre service that so many large SA companies are quite comfortable to pass down to customers.
The sad thing, however, is that you don't care. Looking at the numerous complaints on this channel and a net promoter score of -76... I doubt I will get a response!