Makro Website and Online Fail

Good day

Last week Wednesday, 11/03/2020, I went to the Makro Springfield branch to purchase a torque *****driver which I saw online. The makro website indicated the item was in stikc at the branch. On arrival in the tool section I searched for the item but could not find it. I looked for some assistance but they was no staff to assist m I then tried calling the store to request assistance in the tool department, but it goes directly to the call centre. The call centre indicated they could not inform the store and provided me with a direct number to call the store. I then tried calling the store but got rooted back to the call centre. I then noticed somone on the tool department and requested assistance. I indicated what I was looking for and he informed me they are out of stock. I told him that the website indicated they have it in stock. He said unfortunately they do not. I then informed him I'll call the call centre again to check if they have stock. He then indicated he will check just now and walked away. I called the call centre which indicated they don't have stock. I informed them the website indicates they do. The call centre indicated the website is not always updated. I think it is foolish to have a website indicate stock but not be functional.

I then ordered the item online, and selected pick up in store. On Saturday I received a call informing me that the item went to the pietermaritzburg store and they will instead post it directly to me. I then proceedded to provide me details for delivery. An hour later I received a sms informing me my item is ready for collection at the Springfield store. I then called the store and was put through multiple times with no answer. I then spoke to somone who indicated they will find out and call back. I did not receive a call back. I then called in total 3 times. On the third time the person I spoke to indicated the item will be delivered by the Pietermaritzburg store and ignore the sms. I asked him when the item will be delivered and he indicated on Tuesday.

In Tuesday morning I called in to change the delivery address due to me not been at the office and not one available to collect it for me. I called in at 8:10 am and was informed the online department opens at 9:00 am. He took down my nunber and informed me they will call me back. I called back at around 9:10 am and was informed that they will send an email and try to update the order. I requested a call back to find out of this is possible. I called again two hours later to find out if this had been updated. I was informed by Nico, who I think i had spoken to in the morning that it had. I asked whn the item will be fleivered and he indo ated possibly on Thursday. I indicated it should have been delivered today and although I changed the delivery address the distance between these addresses is about 3 km. And makro chose to deliver the item not myself. I asked him to get back to me regarding the delivery which I await.

I would like I point out how bad makros online service is. I was not updated regarding my order correctly and whn I requested information, either the staff were not aware of the problem or did not call back to answer my queries. Additionally when I called in I remained in the phone for a long time before they was an answer, the same app**** when I was transfered.

My complaint to makro is they should update their website correctly and ensore they call back thero customers when they indicate they will.