Makro Sturbens Valley - Poor customer service or lack of service!

Hi,

I went to Makro Strubens Valley on Friday 29th of November to buy paint, as I was confirming with the salesman on delivery he mentioned that they do not do delivieries, however let me speak to my manager and see wht we can do.

So he came back and said special arrangement can be made, I asked him if he is sure, otherwise I just place an online order. He said it should not be a problem they have Makro bakkies. I asked again and he said special arrangement can be made. They did not have stock, but he said as long as I make the payment early that day he can organize the stock to be sent to them and arrangements can bve made once the stock arrives.

He took me to a till point where they were chatting to the accounts department for a code, I asked if it's possible to do an EFT tranfer to which he took me to the manager to change it so the invoice includes the banking details. I then did an immediate clearance and left.

On Thursday 5th of December the salesman phones and asks me if I made arrangments for delivery and when can I come with the Bakkie, to which I rep**** what happened to the special arrangements, he rep**** tht they are independent, but he can sort it out they charge R450 for delivery. I wasn't impressed, but went to the shop on friday morning the 6th at 09:00, salesman was off and I enquired about the special arrangement to which a random person walked up to me and said he can do it for R700 to which I asked him who he is and why did the price suddenly change he then twice dropped it to 600/500 and I told him no happening. One of the other sales agents than phoned the guy that I dealt with and handed me the phone, he said he will sort out the delivery I must give him a few minutes.

Then another guy walks up to me 15 minutes later and says he can do it for R1000, I asked him who he was and he said the salesman sent him, I said I don't know you and I am not paying R1000 fr a delivery, he dropped it immediately to R800. I then approached the manager and said there is no way I am paying some random individuals to load the stock and then they drive off and I never see them again!

From here I requested a refund and the manager said that they do not do deliveries so I said that was not the arrangements made and he confirmed that the salesman should not have made that offer and that will be addressed, he will however confirm with Dulux to see if they could deliver the stock, this was now roughly 10:30, another 30 minutes of up and down and it was declined, I then requested the refund.

I filled out the paper work and the accounts lady said she would process the request that day. So I asked from which bank they make EFT transfers and asked me for bank confirmation letter, sent it via email then and there and left at 12:00. I expected the payment to reflect on Monday Tuesday due to interbank payments and on Wednesday 11th contacted them on chat and via email on 3 platforms and got no feedback other than the automated one that says they received the query.

By Friday I decided to go back to the office and suddenly the payment was only processed on Wednesday the 11th, I asked for POP and the lady said it hasn't cleared yet so she cannot provide it to me. I left and waited until Tuesday 17th for POP or the payment. I sent another email and until now no payment nor any feedback, this entirte process I did not receive a single form of communication from Marko.

This has left me exceptionally frustrated and fuming over the complete lack of assistance!