Makro Online needs to shut down! Rather let your stores sell online via Takealot!

Pathetic service!

Here’s the summary with the story below: • The online system that Makro uses is just stupid! It over complicated my delivery by routing it from supplier to Durban to Mpumalanga to Northern KZN. It is not continuously and immediately updated on the status of your order • The Makro online customer care department is extremely inefficient: The runaround on phone calls is terrible. When problems arise, Makro online doesn’t email you readily and frequently; I can’t understand why. They completely failed to handle an unhappy customer. No overnight courier to make it up to me either.

I ordered a desk online on 13 May 2019. It was listed as “in stock” and delivery was to be in 21 days(standard days, not working days). I’m located in Northern KZN. Come 3 June, the website showed no update on my order and I therefore telephoned online customer care. What a runaround ensued! Nobody seemed to know where my item was. On 4 June, supervisor Anthony, whom I insisted on speaking to after many phone calls to call centre staff, was equally inefficient. He promised to get back to me the same day but instead emailed to say the supplier was closed for the day. Thereafter he never got back to me. I eventually found out that the item would be sent to Mpumalanga and thereafter sent to me in KZN. Why was Makro even routing to Mpumalanga? I opted to phone Makro Mpumalanga myself. By the way, dealing with staff at Makro Mpumalanga was SO much more efficient than Makro online! On Wednesday, 5 June, I was able to find out that the item was actually in the Durban warehouse waiting to be sent to Makro Mpumalanga before being sent to me. The item had been in the warehouse since 31 May! Makro online then said they would get the item sent from the Warehouse in Durban to the store in Durban (Springfield). That only happened on Friday, 7 June. To make it up to me, they offered to arrange a rapid courier service. By today, the 10th, there has been no notice of which courier they are using, what the tracking number is and the website just shows my order as “in progress, handed to courier”. So today was yet another phone call (my umpteenth overall) only to be told that the item would be delivered to me on the 12th of June.

I hope to never use Makro online again!

Dr. Najendren Moodley 10 June 2019