1 reviews | Active since Feb 2011
Makro Online - Poor & Disappointing Service
I have made two purchases from makro, 1. a stove and second purchase was a washing machine & Fridge for my mother who is a pensioner. The stove and washing machine was delivered to alternate addresses on different days as she had not moved in to her new flat. The Fridge was delivered wed 13 Sep. The package was removed after delivery and my mother moved into flat 14th Sep, the following day. She noticed the dent on the fridge and notified me. i contacted Makro almost daily requesting an update and spoken to about 6-7 consultants with no real updates. Finally on insisting on speaking to the supervisor today 21 Sep to address this issue. Now, i am being told that this must be returned to the store but cannot be collected. As i dont live in KZN, my mother must find ways to get this fridge to the nearest store for a replacement where she does not have the means to facilitate this nor the affordability. This is unacceptable! and service is shocking to say the least. i chose Makro for these items to avoid such scenarios of of poor service. Its either Makro delivered a dented fridge or the transporter dropped it carrying it up 6 floors. And the consumer is responsible for getting this issue resolved.
let me know what Makro's stance is on this so i will now how to proceed further!
let me know what Makro's stance is on this so i will now how to proceed further!
I have received your reply as below
Europe Mokoena (Makro) Oct 6, 2023, 11:28 GMT+2
Good day Ryan,
I trust this mail finds you well.
Please note that after thorough investigation regarding your order MAK***, we have concluded that we do not have evidence suggesting that the item was damaged when received.
The signed POD is proof that the customer accepted the product in good condition and free of defects. It is the responsibility of the customer to check that the goods are received in a proper manner before signing the delivery note.
With this said, we will not be exchanging or crediting the fridge. We will be closing this query.
Thank you. Warm regards,
Europe Mokoena
Receiving the fridge on the 13 Sep and informing you of a defect the next day that there is an issue, how is this not acceptable by Makro
We both suspect that your delivery company may have dropped it carrying it up 6 floors and Makro refuses to take responsibility for this defect
The mistake my pensioner mother made is signing for this stating unchecked and this technicality is what Makro is using to evade accountability.
As a business, customers are the company's reason for existence. Integrity is everything. Unfortunately, Makro lacks that!!
Thank you for your response. I will be sure to share my horrible experience with Massmart
I have received your reply as below
Europe Mokoena (Makro) Oct 6, 2023, 11:28 GMT+2
Good day Ryan,
I trust this mail finds you well.
Please note that after thorough investigation regarding your order MAK***, we have concluded that we do not have evidence suggesting that the item was damaged when received.
The signed POD is proof that the customer accepted the product in good condition and free of defects. It is the responsibility of the customer to check that the goods are received in a proper manner before signing the delivery note.
With this said, we will not be exchanging or crediting the fridge. We will be closing this query.
Thank you. Warm regards,
Europe Mokoena
Receiving the fridge on the 13 Sep and informing you of a defect the next day that there is an issue, how is this not acceptable by Makro
We both suspect that your delivery company may have dropped it carrying it up 6 floors and Makro refuses to take responsibility for this defect
The mistake my pensioner mother made is signing for this stating unchecked and this technicality is what Makro is using to evade accountability.
As a business, customers are the company's reason for existence. Integrity is everything. Unfortunately, Makro lacks that!!
Thank you for your response. I will be sure to share my horrible experience with Massmart