Online service

Dear Hello Peter. Firstly thanks for this platform where customers can express their issues.

Following my comments on Makro of 22 June 2020, I need to report the following:-

Apart from the frustrations I had and mails that I send far and wide to all possible executives of Makro and their Holding Company interalia Massmart, there was a sudden explosion of support and very willing support to the problems I had. In all fairness, I believe the problems that I and so many of the Hello Peter members experienced has a pretty simple answer. which I want to sum up as follows:- 1. Makro wish to divert their business focus to Online sales instead of shop sales 2. The online personnel is defenately not capable/trained to supply a satisfactory level of customer service. 3. The telephone numbers supp**** by Makro for customer assistance is so overwhelmed by traffic that nobody can get through. - this cause a lot, yes a lot of frustration to customers. They should ensure that calls do not wait for a Maximum of 2min. 4. The e-mail addresses provided by Makro give some answers, but it appears that the communication between the e-mail receiver and the internal Makro personnel who need to act on the query is weak or even non-existent. 5. Lastly, if Makro fails to perform to their promised commitment, there is no feedback to customers explaining the reasons for the failure. This I believe is the essence of their Online sales problem. IN CONCLUSION After my "widely spread mails", I received a feedback service which I can comfortably say exceeded my expectations and could be ranked as 130% above any service expected from a on-line sales company like e-bay, Amazon and other.

It is clear:- Management do not have close contact with their Online personnel and is out of touch with the realities of the problems faced by sales personnel. - reason is simple, management is too, yes too isolated from customer complaints. Makro, thanks for your feedback and service after my mails. Johan de Wet