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WvdM
Willie van der Merwe

1 reviews | Active since Feb 2016

20 Dec 2018, 13:37

Makro's ********** After-Sales Services

I placed an order for delivery on 2018-12-03 (Online Order MAK ********** ). It has not been delivered yet, we're now on 12 business days (excluding Saturdays) after order where Makro states delivery within 7-10 working days. I specifically chose Wonderboom as the branch as they had stock of all the items. Somehow, the store was changed to Centurion, which did NOT have stock of all the items. I assume this was done because the store is a couple of kms closer to the delivery address and they want to save a buck.

I followed up on Friday 14/12 and was assured that the consignment will be delivered this week. I followed up Wednesday 19/12 and was informed that it will be escalated and feedback provided. I'm still waiting. I followed up again Thursday 20/12 and was informed that the matter was NOT escalated yesterday and he will now escalate it (again). I ordered presents for Christmas, well in advance to ensure that I have it on time. Now I'm sitting in a predicament because they cannot deliver as promised on their website.

No stock, no delivery, no feedback, no updates. I do not think that I'll make use of Makro's online store and/or delivery services again.

0
Replies (2)
Makro
Makro's reply21 Dec 2018, 10:04
Official
Thank you for alerting us on your complaint. Kindly be advised that your complaint is being attended to by our internal team.
   
Regards
Makro Team
WvdM
Willie van der Merwe's update21 Dec 2018, 11:10
Reviewer Update
I alerted Makro's call centre to my concern last Friday already. And again on Wednesday and again on Thursday. Every time I was told that it is being attended to internally and escalated. I doubt if anything is being done, it seems that all complaints are just ignored until your customers complain again and the story is repeated. I also sent e-mails on Thursday and submitted a complaint via Makro's website. I have not received ANY feedback whatsoever! Not from the call centre, not from the supposed department it is escalated to, not a reply on my e-mail nor on the complaint submitted on the website. And this answer is not in the slightest convincing me that I'll ever receive any...