Makro P.E No Accountability

This morning, I purchased a Samsung A30s cellphone with a dual sim for R1999 (great price) from Makro Port Elizabeth. The only reason I needed a new one is because my Huawei P20 died after being dropped.

I went to Makro’s 10 items and less queue to pay for other items purchased. The sign over the till says cheque and credit cards only. I presented my Makro credit card and was told I’m in the wrong queue. We change queues. The cashier picks up the cellphone and drops it on the ground. I say I want a replacement for the one which was dropped. Note that the cellphone has not left the store at all and is still sealed in the original packaging. I get taken to the electronics counter where I purchased the cell. I’m told I’m in the wrong queue, go to Credits. I go to Credits and get told I’m in the wrong queue, go to the electronics counter where you purchased the phone. I go back to the electronics and counter and get informed I’m in the wrong queue and I must go to Returns. I change queues. I again explain the story and am promptly told to choose another phone because they’re sold out of the one I bought.

I explain that I don’t want another phone, I need the dual sim functionality and that the phone is already mine, but was dropped by the Cashier. I get told, “accidents” happen, maybe it still works.” I ask to speak to a Manager, who eventually gets to me. His name is Benedict. I explain again that I purchased the phone and that it got dropped by the cashier I want a replacement. I get told the phones will come in again. I ask when and get told they can’t be sure. I explain again, my phone, Makro employee dropped it, I need a replacement as I can’t do business without a phone. I get told I’ll have to wait for the next consignment. I ask if Benedict can phone the other stores to see if one of them have a replacement that can be couriered through to me. No they won’t courier just one phone. I ask again can you not make an attempt to at least see if the others stores have stock to replace my phone. I get told they will have stock, I’ll just have to wait for the next consignment. I ask again if they cannot try secure a phone from one of the other stores and have it couriered to me. Again, there is no apology for the fact that their employee dropped my phone (video footage should be available), no apology for the inconvenience that this will cause me. The knee jerk reaction each time is, “you’ll just have to wait until we get more stock.” I ask when that will be and get told they can’t be sure, maybe Thursday next week. Obviously I am spitting chillies at this stage because no attempt is being made to accept responsibility for what has happened and there is no understanding for the situation that I now find myself in. No attempt is made by the Manager to contact any stores to see who may have stock so that a phone can be couriered through to me as soon as possible. No, I must just wait. Wait. Then a Makro employee grasps my wrist firmly and says, “you must sign the credit.” I shouted at her, “don’t touch me!” I left the store and left the purchase slip and credit note, which I did not sign, behind.

Makro has obviously made their targets for Black Friday and my problem of not having a phone because a Makro employee dropped my brand new cellphone, is of no concern them. I have a job, with responsibility and my phone is very much part of that job.

I can’t say the standard of service I received was pathetic because that actually implies that there was some form of service. What I experienced was an absolute disregard for me as a customer and my problem, which was created in the store, by a Makro employee.