Makro Springfield Durban pathetic experience

Complaint Regarding Online Order and Customer Service Experience

Dear Makro Customer Service Team

I am writing to express my deep disappointment with the service I received regarding an online order placed last month. As a loyal customer who spends a minimum of R2000 —most recently approximately R5000—I expected better from Makro.

Unnotified Missing Items: - My online order, collected via the "Pick Up at Store" option, was incomplete. Upon unpacking at home, I noticed that the Whiskas cat food (4x12 wet food x3, valued at R1500) was missing. - I was not informed of this at the time of collection.

Unacceptable Refund Policy: - Upon querying the missing items in-store the following day, I was informed via email that the products were out of stock, and a refund would take up to 14 days. This is unreasonable, especially since the items were available in-store at the time. - I located the items myself in-store and informed staff, but they claimed there was no stock.

Poor Customer Service: - Despite multiple attempts to resolve the issue, including engaging with a manager, I was given inconsistent information, asked to wait unnecessarily, and ultimately left with no resolution. - The manager acknowledged the system was offline and promised the issue would be escalated, but I have yet to see any resolution.

Broken Promises: - I was assured a fast-tracked refund by the next day to allow me to purchase the items directly, but this promise was not fulfilled. As of now, I still have not received the refund.

This experience has been frustrating and time-consuming, costing me over 1.5 hours in-store and causing unnecessary stress over an essential item. Additionally, the irony of having to repurchase items that are visibly in stock because of a flawed refund process is unacceptable.

My recommendation: A review of your refund policy and internal processes to ensure such incidents do not recur. Get better and honest pickers

As a longstanding customer, I am deeply disappointed with the lack of accountability and resolution provided. I trust that you will take this matter seriously and provide a satisfactory resolution promptly.

Kind regards, Raeesa Khan