Makro Online - The WORST service I have ever experienced.

I have never written a bad review about a business before, but this is an issue I just cannot leave unattended any longer. I have been a shopper of Makro for years now, in store, that is, and it has always been great - nice, friendly staff. End of January I decided to try their Online Shopping. Worst mistake ever. A day after placing my order I received an email stating that quite a few items were Out of Stock (yet they were in stock when I made the purchase) and that they had been canceled. In the same email, I was advised that a refund would be processed within 10 working days.

As upset as I was those items would just be canceled without allowing me the options of selecting alternatives, I figured okay, I can go and buy those another day. Right, few days later I received an SMS to confirm that my order was ready for collection (I chose to collect instead of deliver). I made my way through to Makro Ottery, gave the lady at the Online Collections counter my reference, only to be asked "what item did you order?".. Lady, that is why I gave you the reference. I ordered many items. She then goes to the back and upon returning advised that my order had not yet been packed. Then why on Earth did I receive an SMS to state that my order was packed and ready? Mind you, I had to go through during my lunch break to collect my order. I told her I'd wait as cars don't run on love and fresh air. They took almost an hour to prepare my order. Even though it was supposed to be done. Livid, I vowed that I would never make use of their service again.

Now, back to the refund. 10 working days had lapsed, so I decided to make contact as it wasn't a small amount of money that was to be refunded. Here, I have to take my hat off to Makro's online shopping support team - if there were to be an award for the most uncaring, lazy customer service, they would win. After giving my reference to the agent and advising that I am following up on my refund, the very first thing did was give off a very big sigh. Now, I worked in customer service before, I also trained people in customer service, and from the get-go, I know this was going to be a back-and-forth purely based on this agent's attitude and coldness towards my situation. At the end, the agent advises that the refund has failed, they would need to escalate it. No reason was given as to why. I call again a few days later, same attitude, same story. I ask to speak to a manager, then I was told "I work from home, I don't have a manager".. Must be nice, neh? To be **** to just like that. In customer service, you always have a superior that you need to report to, so to be **** to, again, I knew I was going to get NOWHERE. I then handed the phone over to my wife as I was 2 seconds away from losing all composure. I call back a few days later again, same thing "we will escalate it".

Last week I called again and was advised the matter had been resolved, I would be getting my refund in two days... guess what? Still nothing. I called back again today - by this point I already spent almost R70 airtime speaking to these useless idiots - again, I am told "we have to escalate the matter". Wow, lovely. Best news ever. I asked to speak to a manager again, was assured one would call me, it is now COB and guess what... nobody called me. I sent numerous emails as well. No response. I made a request on their chat line as well. No response. I have to use my airtime to chase them up for THEIR issue, and for MY money. Yet nothing is getting done.

I felt the need to let people know just how absolutely appalling the service and after-sale service has been with Makro Online. Hopefully, someone from Makro reads this and makes contact to resolve this issue.