Missing Items from order, that was reported but no response provided on when it will be delivered.

I bought a Genesis Wet and Dry vacuum cleaner on Wednesday, that was delivered yesterday afternoon, great service.

Upon unboxing, I discovered that parts were missing, the 2 extension pipes were not included. I immediately send an email to Makro online support. I also contacted them directly where the Agent acknowledge my query. She was brilliant and assured me that the matter was escalated to the branch in Crown Mines, that would contact me. I received another email this morning from Makro Customer Services with a survey to rate the service. I responded at 09h52, informing the Agent of the issue and also noted that I am not willing to wait until Monday or 2 to 4 weeks for these parts to be delivered. Refer to the below communication. I want to wash my carpets tomorrow and I will not kill my back or injuring my knees by having to bend to do so.

From: Samantha Daniels Sent: Friday, April 19, 2024 9:52 AM To: 'Makro Customer Services' <***> Subject: RE: Makro Satisfaction Survey - ID ***: How would you rate the support you received?

Good morning Noleen,

Please be advised that I logged a query yesterday as there are missing parts with the delivery.

Please view the attached.

Kindly be advised that I am not willing to wait until Monday or another week or 2 for the delivery of the missing items.

I will appreciate it if this can be expedited with due urgency.

Kind regards Samantha

From: Noleen Nayager (Makro Customer Services) <***> Sent: Friday, April 19, 2024 8:59 AM To: Samantha Daniels <***> Subject: Makro Satisfaction Survey - ID ***: How would you rate the support you received?

You don't often get email from ***. Learn why this is important

##- Please type your reply above this line -## Hello Samantha Daniels, We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below: How would you rate the support you received? Good, I'm satisfied Bad, I'm unsatisfied Here's a reminder of what your ticket was about: Nomsa Mlambo (Makro) Apr 18, 2024, 16:54 GMT+2 Good day Samantha Thank you for your email. Please note that we have escalated your query to the relevant department for further assistance. We will revert once feedback is received. Hope all the above is in order and apologies for any inconvenience caused. Kind regards, Makro Online Support Team

Samantha Daniels Apr 18, 2024, 16:49 GMT+2 CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec. ________________________________________ Good day, Dear Samantha Daniels, Your order has been delivered. Thank you for shopping with us. Happy unboxing. Order Number: MAK***

I received the order but there are items missing. The 2 extension pipes are not in the box. I cannot bend or sit on my knees when I clean the carpet and hurt my back in the process. Please advise urgently. Kind regards Samantha From: *** <***> Sent: Thursday, April 18, 2024 3:16 PM To: Samantha Daniels <***> Subject: Your feedback matters to us You don't often get email from ***. Learn why this is important

Your feedback Matters to us!

Your feedback matters to us!

Dear SAMANTHA DANIELS, We would love your feedback on your Makro delivery, order number MAK***. We have made it super-quick because we know you have other things to do. How was your overall Makro delivery experience?

Very Poor Excellent

Thank you for taking the time to review! We actively use feedback to constantly improve our delivery promise and provide you with the best possible service.

Opt out of this Makro customer satisfaction survey

Need Help?

Care Number: ***Online Number: ***Mon-Fri 09:00 - 18:00; Sat 08:00 - 17:00 Sunday and Public Holidays 09:00 - 16:00

Email our contact center: ***