1 reviews | Active since May 2016
Makro's lack of service for online sales
I recently ordered a dishwasher from Makro online with a set delivery date. The amount paid included a delivery fee to my home. On the agreed delivery date I called the call centre inquiring when delivery would be and no one was able to give this feedback. 3 days after the agreed delivery date, I emailed the Makro care mailbox requesting confirmation of delivery. I received a response saying that they had attempted to contact me for delivery, I had not received a missed call or even a voicemail message to confirm that statement. I have been calling their call centre since then and holding for 30 min on interval for someone to shed the light on when the dishwasher will be delivered. As no one could confirm that I would get this dishwasher( that I have already paid for) I requested the order be cancelled. Orders for Makro online can only be cancelled by calling the call centre which is another flaw in their process. I received a confirmation that they had requested cancellation but the store hadnt confirmed. It is imperative that we understand the cancellation date as it triggers the refund. Days later still no confirmation of cancellation or a dishwasher. I eventually receive a call that they are delivering my dishwasher from the courier and I cannot receive it as I was not at home. I again call the call center and request they confirm when the dishwasher will be delivered and we can undo the cancellation. Call center commits to calling me back within the hour to confirm. A day later still no call or information on the delivery of the dishwasher.
I have given up on receiving the dishwasher at this point and I am asking for Makro to acknowledge my cancellation and refund me my full amount paid. This has been the worst online shopping experience that I have ever had. it is important for retailers to understand their infrastructure before attempting online as the customer pays for the goods before receipt. It is imperative that whatever SLA agreed to at the sale conclusion be met, it is part of the consumers rights. Now after all of that I am still expected to wait 10-14 days before I get my money back.
Thank you for bringing this matter to our attention.
Kindly accept our sincerest apologies for the customer service you have received and for your experience with our Online service. We do understand your frustration and are looking into addressing this issue accordingly to prevent this in the future.
Please be advised that we will follow up with all the necessary department managers including Finance, to expedite your refund and as soon as feedback is received, we will contact you.
Again, we do humbly apologize for this inconvenience.
Kind Regards,
Makro Hellopeter Team
Thank you for bringing this matter to our attention.
Kindly accept our sincerest apologies for the customer service you have received and for your experience with our Online service. We do understand your frustration and are looking into addressing this issue accordingly to prevent this in the future.
Please be advised that we will follow up with all the necessary department managers including Finance, to expedite your refund and as soon as feedback is received, we will contact you.
Again, we do humbly apologize for this inconvenience.
Kind Regards,
Makro Hellopeter Team
Thank you for your response.
To date, I have not received my refund. I was contacted by another agent from your call centre following up on when the store can deliver as the order has not been cancelled with the store. This is after I was following up on my expedited refund that you had committed to.
Just to summarize, I order online on the 1st of July and payment was received by makro, it’s a month later with no order delivered and the inability to cancel the order it seems for me to get my money back.
Do not just say you are following up and investigating the issue, actually do so as your customer is out of pocket and I will never return as a customer again.
Kind regards,
Lindelwa
Thank you for your response.
To date, I have not received my refund. I was contacted by another agent from your call centre following up on when the store can deliver as the order has not been cancelled with the store. This is after I was following up on my expedited refund that you had committed to.
Just to summarize, I order online on the 1st of July and payment was received by makro, it’s a month later with no order delivered and the inability to cancel the order it seems for me to get my money back.
Do not just say you are following up and investigating the issue, actually do so as your customer is out of pocket and I will never return as a customer again.
Kind regards,
Lindelwa