Makro your customer service is terrible!!!

I am no following on my previous post, it is a month later and I still do not have my machine that I purchased. I was promised delivery today and here I am once again without a machine. I am sick and tired of this pathetic service!! Makro Amanzimtoti has 14 units in their distribution and I am still waiting for my unit!!! All I keep getting is excuses!

I am now not even getting a response from head office!!

Good day,

I decided to visit the store today and see if I can get answers since I am not getting a response from your side.

I was assisted by Lungi at the branch, upon explaining my situation she could not believe that I have been waiting nearly a month for my paid machine. She then started investigating and found that there is 14 units in distribution in the store!!!! This stock was delivered to the store on Monday, and no one even had the decency of giving me a call or even delivering my unit, I felt livid at that moment.

Lungi has arranged for my delivery to take place tomorrow, so my question is what I will be compensated with for all my inconvenience that was caused, if I did not visit the store today I would have most likely still not have my machine or even have any feedback, this was the worst customer shopping experience!

From: Engela Brummer Sent: Wednesday, 1 December, 2021 11:41 AM To: Makro Customer Services <***> Subject: RE: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!!

Good day,

I would like to have confirmation of this information from the byer and directly from the port as this all seems very convenient.

Engela

From: Sivuyile Seyothlilla (Makro Customer Services) <***> Sent: Wednesday, 1 December, 2021 9:34 AM To: EngelaBrummer <***> Subject: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!!

##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. Sivuyile Seyothlilla (Makro) Dec 1, 2021, 16:33 GMT+2 Good day Engela,

I hope you are well today.

Kindly be advised that I followed up with our Buyer again and he informed me that the shipment hasn't arrived yet, regrettably there has been issues at the ports and with this new Covid variant, it's adding additional container checking which causes even further delay.

There seems to be no telling as to when we will have access to the shipment so we can dispatch the stock to the stores.

We do humbly apologize for the delay and inconvenience this has caused you. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Dec 1, 2021, 15:14 GMT+2 Good day, We are now in December, and I still do not have my machine that I paid for? Please provide me with an update. Thank you. From: Engela Brummer Sent: Monday, 29 November, 2021 7:24 AM To: Makro Customer Services <***> Subject: RE: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Importance: High Good day, This is my third attempt at getting a response from you. Should this be escalated once again before I receive feedback? Engela From: Engela Brummer Sent: Sunday, 28 November, 2021 1:54 AM To: 'Makro Customer Services' <***> Subject: RE: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Good day, I am still waiting for an answer? From: Engela Brummer <***> Sent: Thursday, 25 November, 2021 2:46 AM To: Makro Customer Services <***> Subject: Re: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Good morning, We are approaching month end, do you have any feedback for me? Thank you. Get Outlook for Android ________________________________________ From: Sivuyile Seyothlilla (Makro Customer Services) <***> Sent: Wednesday, November 17, 2021 4:30:37 PM To: EngelaBrummer <***> Subject: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! ##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. Sivuyile Seyothlilla (Makro) Nov 17, 2021, 16:30 GMT+2 Good day Engela,

I hope you are well today.

Kindly be advised that we have tried finding stock on from other stores and stock has been depleted due to the Black Friday promotion. We can only wait until we receive more stock from our supplier.

As soon as we receive stock, we will prioritize your order and deliver. We'll follow up with our Head office on month end as that is when stock is due to arrive.

With regards to your compensation request, we're still waiting for our management to confirm, the soonest feedback is provided we will update you.

We do apologize for the inconvenience caused. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 17, 2021, 15:36 GMT+2 Good day, Do you have an update for me on my case please. Get Outlook for Android ________________________________________

EngelaBrummer Nov 15, 2021, 14:28 GMT+2 Good afternoon, I feel like your response does not commit to anything, how sure can I be that I will get my unit, and at the end of November you are still unable to deliver. The fact that you do not have stock, is not the clients fault, surely when placing a item on promotion it is your responsibility to ensure that sufficient stock levels are secured, alternatively there should have been a limited quantity on the promotion. This indicates poor management and decision making. You are quick to take the customers money but slow to deliver on what should be a straight forward transaction. The fact that you oversold and made promises to your customers which you now can't keep is appauling. I need more reassurance from Makro. Thank you. Get Outlook for Android ________________________________________

Sivuyile Seyothlilla (Makro) Nov 15, 2021, 13:46 GMT+2 Good day Engela,

Thank you for your response.

I will advise our management on the below, please note that as stated the expected time of arrival for the Bosch washing machine will be the end of November. We do not have a specific date as the arrival of the containers with our stock have been delayed several weeks.

As soon as we receive stock we can thereafter determine when we can fulfill your order.

With regards to compensation, I will have to await our managements response.

Will update you as soon as I receive feedback. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 15, 2021, 11:50 GMT+2 Good day, Thank you for responding, but after comparison the Defy does not have any good reviews on your site and it is not the Brand I want. I remain at my choice and want the Bosch Front Load Washing Machine 10kg (425736), that was promoted. Kindly confirm when you will have stock and when I will have my unit. I would appreciate if you could get back to me on how you will compensate me for the inconvenience caused. Thank you.

Sivuyile Seyothlilla (Makro) Nov 15, 2021, 11:03 GMT+2 Good day Engela,

I trust you are well today.

Kindly be advised that we have contacted our Head Office buyer and he informed us that we have had issues with receiving stock for the Bosch Front Load Washing Machine 10kg (425736). We will only receive stock at the end of November in KZN.

We do have a deal coming up for the Defy 10kg @ R6999 (378190) which will be featured in our Black Friday Week 48 (22/11 - 28/11) and the unit is equipped with steam functionality.

Please let me know if you will be happy to purchase this unit so I can find out from our management if we can arrange for you to purchase it early?

Looking forward to your response. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 12, 2021, 16:02 GMT+2 Good day, Please respond to my mail, as I now heard that Amanzimtoti branch also does not have stock anymore, after I was told they will get stock in today this is now ridiculous. From: Engela Brummer Sent: Thursday, 11 November, 2021 9:31 AM To: Makro Customer Services <***> Subject: RE: [Request received] Online Purchase Failed Good day David, I called yesterday and was told that there is nothing that can be done for me, this was very disappointing and frustrating, I wanted to order online as I do not have transport to deliver the unit to my home. I thought I would at least receive free delivery for the inconvenience caused but that was not the case. I was told to go to the store as they have stock. Then this morning I went out to Amanzimtoti Makro only to be told they do not have stock, I rented a bakkie for delivery and once again I do not have my unit, and paid hiring fee for nothing. This is the worst experience, what is the point of having these great deals if you cannot provide them to clients.

EngelaBrummer Nov 11, 2021, 16:31 GMT+2 Good day David, I called yesterday and was told that there is nothing that can be done for me, this was very disappointing and frustrating, I wanted to order online as I do not have transport to deliver the unit to my home. I thought I would at least receive free delivery for the inconvenience caused but that was not the case. I was told to go to the store as they have stock. Then this morning I went out to Amanzimtoti Makro only to be told they do not have stock, I rented a bakkie for delivery and once again I do not have my unit, and paid hiring fee for nothing. This is the worst experience, what is the point of having these great deals if you cannot provide them to clients.

David Mabena (Makro) Nov 11, 2021, 15:57 GMT+2 Good day Engela,

Thank you for contacting Makro and apologies for the delayed response.

We would like to apologise for the technical errors and functional difficulties experienced while going about your online shopping on our website.

Please provide us with the name of your closest Makro store in order to check stock when are they expecting stock.

For future purchases, kindly switch your current browser or utilise a different pc/mobile device and re-attempt checkout.

Looking forward to your response. Regards, Makro Online Support Team

EngelaBrummer Nov 10, 2021, 14:10 GMT+2 Good day, I am interested in the Bosch Front loader washing machine 10 kg ID 425736 I was online yesterday and upon payment I had connection problems and was unable to checkout, I logged on again this morning but now the unit is no longer available to purchase online, can someone please assist me. I would like to purchase this product, before the end of the promotion. Kind Regards, E-mail: *** Cellphone: ***

This email is a service from Makro. Delivered by Zendesk [3QVDEV-Y029]

EngelaBrummer Nov 29, 2021, 14:23 GMT+2 Good day, This is my third attempt at getting a response from you. Should this be escalated once again before I receive feedback? Engela From: Engela Brummer Sent: Sunday, 28 November, 2021 1:54 AM To: 'Makro Customer Services' <***> Subject: RE: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Good day, I am still waiting for an answer? From: Engela Brummer <***> Sent: Thursday, 25 November, 2021 2:46 AM To: Makro Customer Services <***> Subject: Re: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Good morning, We are approaching month end, do you have any feedback for me? Thank you. Get Outlook for Android ________________________________________

EngelaBrummer Nov 28, 2021, 8:54 GMT+2 Good day, I am still waiting for an answer? From: Engela Brummer <***> Sent: Thursday, 25 November, 2021 2:46 AM To: Makro Customer Services <***> Subject: Re: [Request received] Hellopeter : Horrible "Black Friday Exteneded Deals "Service from Makro Online and Amanzimtoti Branch!!! Good morning, We are approaching month end, do you have any feedback for me? Thank you. Get Outlook for Android ________________________________________

EngelaBrummer Nov 25, 2021, 9:45 GMT+2 Good morning, We are approaching month end, do you have any feedback for me? Thank you.

Get Outlook for Android ________________________________________

Sivuyile Seyothlilla (Makro) Nov 17, 2021, 16:30 GMT+2 Good day Engela,

I hope you are well today.

Kindly be advised that we have tried finding stock on from other stores and stock has been depleted due to the Black Friday promotion. We can only wait until we receive more stock from our supplier.

As soon as we receive stock, we will prioritize your order and deliver. We'll follow up with our Head office on month end as that is when stock is due to arrive.

With regards to your compensation request, we're still waiting for our management to confirm, the soonest feedback is provided we will update you.

We do apologize for the inconvenience caused. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 17, 2021, 15:36 GMT+2 Good day, Do you have an update for me on my case please.

Get Outlook for Android ________________________________________

EngelaBrummer Nov 15, 2021, 14:28 GMT+2 Good afternoon, I feel like your response does not commit to anything, how sure can I be that I will get my unit, and at the end of November you are still unable to deliver. The fact that you do not have stock, is not the clients fault, surely when placing a item on promotion it is your responsibility to ensure that sufficient stock levels are secured, alternatively there should have been a limited quantity on the promotion. This indicates poor management and decision making. You are quick to take the customers money but slow to deliver on what should be a straight forward transaction. The fact that you oversold and made promises to your customers which you now can't keep is appauling. I need more reassurance from Makro. Thank you.

Get Outlook for Android ________________________________________

Sivuyile Seyothlilla (Makro) Nov 15, 2021, 13:46 GMT+2 Good day Engela,

Thank you for your response.

I will advise our management on the below, please note that as stated the expected time of arrival for the Bosch washing machine will be the end of November. We do not have a specific date as the arrival of the containers with our stock have been delayed several weeks.

As soon as we receive stock we can thereafter determine when we can fulfill your order.

With regards to compensation, I will have to await our managements response.

Will update you as soon as I receive feedback. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 15, 2021, 11:50 GMT+2 Good day, Thank you for responding, but after comparison the Defy does not have any good reviews on your site and it is not the Brand I want. I remain at my choice and want the Bosch Front Load Washing Machine 10kg (425736), that was promoted. Kindly confirm when you will have stock and when I will have my unit. I would appreciate if you could get back to me on how you will compensate me for the inconvenience caused. Thank you.

Sivuyile Seyothlilla (Makro) Nov 15, 2021, 11:03 GMT+2 Good day Engela,

I trust you are well today.

Kindly be advised that we have contacted our Head Office buyer and he informed us that we have had issues with receiving stock for the Bosch Front Load Washing Machine 10kg (425736). We will only receive stock at the end of November in KZN.

We do have a deal coming up for the Defy 10kg @ R6999 (378190) which will be featured in our Black Friday Week 48 (22/11 - 28/11) and the unit is equipped with steam functionality.

Please let me know if you will be happy to purchase this unit so I can find out from our management if we can arrange for you to purchase it early?

Looking forward to your response. Kind regards, Sivuyile Seyothula Consultant- Makro National Contact Centre. Makro SA A division of MASSMART Holdings Limited Tel: ***Email: mailto:***: http://www.makro.co.za

EngelaBrummer Nov 12, 2021, 16:02 GMT+2 Good day, Please respond to my mail, as I now heard that Amanzimtoti branch also does not have stock anymore, after I was told they will get stock in today this is now ridiculous. From: Engela Brummer Sent: Thursday, 11 November, 2021 9:31 AM To: Makro Customer Services <***> Subject: RE: [Request received] Online Purchase Failed Good day David, I called yesterday and was told that there is nothing that can be done for me, this was very disappointing and frustrating, I wanted to order online as I do not have transport to deliver the unit to my home. I thought I would at least receive free delivery for the inconvenience caused but that was not the case. I was told to go to the store as they have stock. Then this morning I went out to Amanzimtoti Makro only to be told they do not have stock, I rented a bakkie for delivery and once again I do not have my unit, and paid hiring fee for nothing. This is the worst experience, what is the point of having these great deals if you cannot provide them to clients.

EngelaBrummer Nov 11, 2021, 16:31 GMT+2 Good day David, I called yesterday and was told that there is nothing that can be done for me, this was very disappointing and frustrating, I wanted to order online as I do not have transport to deliver the unit to my home. I thought I would at least receive free delivery for the inconvenience caused but that was not the case. I was told to go to the store as they have stock. Then this morning I went out to Amanzimtoti Makro only to be told they do not have stock, I rented a bakkie for delivery and once again I do not have my unit, and paid hiring fee for nothing. This is the worst experience, what is the point of having these great deals if you cannot provide them to clients.

David Mabena (Makro) Nov 11, 2021, 15:57 GMT+2 Good day Engela,

Thank you for contacting Makro and apologies for the delayed response.

We would like to apologise for the technical errors and functional difficulties experienced while going about your online shopping on our website.

Please provide us with the name of your closest Makro store in order to check stock when are they expecting stock.

For future purchases, kindly switch your current browser or utilise a different pc/mobile device and re-attempt checkout.

Looking forward to your response. Regards, Makro Online Support Team

EngelaBrummer Nov 10, 2021, 14:10 GMT+2 Good day, I am interested in the Bosch Front loader washing machine 10 kg ID 425736 I was online yesterday and upon payment I had connection problems and was unable to checkout, I logged on again this morning but now the unit is no longer available to purchase online, can someone please assist me. I would like to purchase this product, before the end of the promotion. Kind Regards, E-mail: *** Cellphone: ***

This email is a service from Makro. Delivered by Zendesk [3QVDEV-Y029]