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Shane O

1 reviews | Active since Jul 2019

23 Oct 2019, 16:09

Makro Online BAD SERVICE

Bad service, what makes it even worse is the terrible customer service team whom have no answers other than what the system tells them, which I can also see so they don't help you with anything other than what you already know. They might keep you on hold forever but that doesn't mean they're actually doing something productive with the time in resolving the issue. Very disappointed. I spoke to a gentleman on monday who did seem to raise the matter about my order, however the lady I spoke to today keeps avoiding the fact that my order is not being processed yet and it's the 5th day. I would have expected them to contact the necessary department to follow up but don't expect any favours from them. I should've rather used takealot for the delivery as they would actually have delivered the product to me by now. Makro are delivering to a dedicated Marko locker so I don't see how a delivery can be late, it's not like they have to schedule it to a new address which they don't know. It's been 5 days since ordering and the online status says they haven't even packed my order yet.

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Replies (4)
SO
Shane O's update23 Oct 2019, 16:13
Reviewer Update
Makro's head office number also just rings and no one answers.
SO
Shane O's update23 Oct 2019, 16:35
Reviewer Update
After being so frustrated with the lady on the customer service line I decided to phone again and hope someone else answers. A gentleman answered the phone and actually wanted to do their job and assists me. I've been on the phone with the same lady twice today for a total of 8 min and she could not even find out that the follow up teams enquiries aren't being answered by the branch who is sending the product. The gentleman who helped me told me that they aren't getting any info back from them and that he would contact them directly to find out what is going on. If you're going to appoint a customer service team make sure they actually have a willingness to do their job otherwise you're going to be dealing with lots of frustrated customers. See to this matter. I won't be getting my delivery on time but at least I know it's being followed up by someone that actually want to do their job.
Makro
Makro's reply23 Oct 2019, 16:58
Official
Good day Shane, 

Thank you for bringing this to our attention.

Kindly accept our sincerest apologies for the customer service you have received in this regard and for the inconvenience this has caused you. We will contact the relevant departmental management to assist and the soonest feedback is received, we will contact you.

Feedback to be relayed within 48 hours.

Kind Regards,
Makro Hellopeter Team 
SO
Shane O's update24 Oct 2019, 09:41
Reviewer Update
No movement in my order as of yet. No one seeming to actually do anything to resolve the matter. Starting the day as bad as what it ended yesterday all because of Makro. The lady in the call centre really should get a different job she is not competent at all. I will be cancelling my order within the next 3 hours and will make sure people know not to rely on your services which should no progress been shown. I believe the lady whom assisted me yesterday was Bonala.