JP
John P
1 reviews | Active since Aug 2011
31 Jan 2024, 12:23
Makro refuses to collect a defective item
Purchased a washing machine 25 November for a new house. Unwrapped it 19 December at the property: it’s clear it was impacted during delivery.
No problem: logged a return for 21 December. Nobody collected. Nor 22 December.
It’s now the 31st January: nobody has collected the item still. Furthermore, I am being willed by Makro to proceed to CGSO to get this resolved: they are completely washing their hands of the matter.
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Replies (2)JP
John P's updateReviewer Update
31 Jan 2024, 14:00Hi. Frankly, an apology and promise of feedback is not “in order”.
This was logged on the 19th December. I have been led from pillar to post, with all manners of placatives and promises of resolution, only to be met with more randomly imposed obstacles.
- Photos uploaded on Makro’s own app cannot be retrieved.
- Cannot ascertain whether item was actually collected.
- I need to supply unit serial number
- I need to supply a photo of the box
- 14 day window has passed.
Nothing in the conduct of Makro has suggested this is being taken seriously, not even a generic promise of “implementing solutions”.
Nobody is owning this: that is a culture issue. No single requested escalation has occurred, that’s a leadership issue. I don’t believe you are able to change that.
So no: nothing is in order, and I remain disappointed in giving you business in return for this treatment.
This was logged on the 19th December. I have been led from pillar to post, with all manners of placatives and promises of resolution, only to be met with more randomly imposed obstacles.
- Photos uploaded on Makro’s own app cannot be retrieved.
- Cannot ascertain whether item was actually collected.
- I need to supply unit serial number
- I need to supply a photo of the box
- 14 day window has passed.
Nothing in the conduct of Makro has suggested this is being taken seriously, not even a generic promise of “implementing solutions”.
Nobody is owning this: that is a culture issue. No single requested escalation has occurred, that’s a leadership issue. I don’t believe you are able to change that.
So no: nothing is in order, and I remain disappointed in giving you business in return for this treatment.
JP
John P's update31 Jan 2024, 14:00
Reviewer Update
Hi. Frankly, an apology and promise of feedback is not “in order”.
This was logged on the 19th December. I have been led from pillar to post, with all manners of placatives and promises of resolution, only to be met with more randomly imposed obstacles.
- Photos uploaded on Makro’s own app cannot be retrieved.
- Cannot ascertain whether item was actually collected.
- I need to supply unit serial number
- I need to supply a photo of the box
- 14 day window has passed.
Nothing in the conduct of Makro has suggested this is being taken seriously, not even a generic promise of “implementing solutions”.
Nobody is owning this: that is a culture issue. No single requested escalation has occurred, that’s a leadership issue. I don’t believe you are able to change that.
So no: nothing is in order, and I remain disappointed in giving you business in return for this treatment.
This was logged on the 19th December. I have been led from pillar to post, with all manners of placatives and promises of resolution, only to be met with more randomly imposed obstacles.
- Photos uploaded on Makro’s own app cannot be retrieved.
- Cannot ascertain whether item was actually collected.
- I need to supply unit serial number
- I need to supply a photo of the box
- 14 day window has passed.
Nothing in the conduct of Makro has suggested this is being taken seriously, not even a generic promise of “implementing solutions”.
Nobody is owning this: that is a culture issue. No single requested escalation has occurred, that’s a leadership issue. I don’t believe you are able to change that.
So no: nothing is in order, and I remain disappointed in giving you business in return for this treatment.
JP
John P's updateReviewer Update
07 Feb 2024, 13:03Further to the appalling conduct of Makro, they are now requiring that I submit a unit serial number to them: off an item that has been packaged for return.
This obscure request is what they are choosing as a means to delay collecting a defective item: they cannot provide any justification for this, despite repeated requests.
This obscure request is what they are choosing as a means to delay collecting a defective item: they cannot provide any justification for this, despite repeated requests.
JP
John P's update07 Feb 2024, 13:03
Reviewer Update
Further to the appalling conduct of Makro, they are now requiring that I submit a unit serial number to them: off an item that has been packaged for return.
This obscure request is what they are choosing as a means to delay collecting a defective item: they cannot provide any justification for this, despite repeated requests.
This obscure request is what they are choosing as a means to delay collecting a defective item: they cannot provide any justification for this, despite repeated requests.