MAKRO's LACK OF CUSTOMER SERVICE

On 23 December 2020, my son (aged 14) sent us to Makro Bloemfontein to purchase a Totem Rover Mountain Bike (R3 199) he had saved up for.

On 9 January 2022 my husband took the bicycle back to Game as the jockey had snapped. Customer services promised to get back to him. We have had to go back twice (the last time this past Sunday) to find out what is going on with the bicycle. The first time my husband was told that they have ordered the part from Johannesburg but that he had to be patient as they only have one repairman who only works weekends. When we went there on this past Sunday, the bicycle along with 4 others (exact same model) was still standing in the customer service depot and the excuse is they are still waiting for the part. How can it take almost 4 weeks for a part to be delivered from Johannesburg. I indicated my unhappiness at their poor customer service and lack of feedback and was promised by the repairman that I would be called this morning as he first needed to speak to his line manager who needs to speak to his line manager. Needless to say - still no feedback. It is now Monday, 13h20.

I would like to caution Makro on the "6 week service policy" displayed on the wall as they also have a huge red and black sign up saying that if a complaint is not resolved within 15days that they can be reported to the ombudsman.

Makro should be ashamed of themselves. They did not wait to receive my son's hard-earned money and they are not exactly treating their customers with the respect they deserve.

The repairman (who apparently also repairs the Game Stores returns), gave me his cell number yesterday but I am afraid that if I call him I may lose all decorum...