1 reviews | Active since Jun 2011
Online store
<p>I bought a fridge and TV stand at the Makro online store and i must say, I was dissapointed at the level of service i received. First of all, i received no communication from them since completing my purchase, no follow up email, call, message or note keeping me updated on the status of my delivery. They should take a note off takealot.com which gives constant feedback as your package leaves the store etc, so you always know how far your delivery is.</p> <p>I had to call daily their online support center to follow up on my order. However i must add the staff at the online support center was very friendly and helpful, but they also dont really have accurate information on the status of the order.</p> <p>There is a third party delivery company that Makro uses - Barloworld. I would highly suggest Makro reconsiders this arrangement. The delivery company has no vested interest in your business and your clients, so we get shady service from them, they dont care about your clients. They managed to deliver my furnitire at 4pm on a Saturday afternoon, i never even got a call that they were on their way - What is i was not home. They parked at the gate and just stood there, i had to spot them and go open for them. Then they just dropped the boxes handed me a delivery note - which i then refused to sign. I was already pretty irritated by then, i asked them to assemble the table and they refused. Their job was just to drop it off.</p> <p>Now here is my question to Makro - how do you sell these complicated devices without assembling them for clients? The reason why i shopped online was for the convenience, busy professional without even the time to go to the mall, how do i assemble a TV stand? If you said to me that i should pay an extra R50, R100, R200 for assembly, i would not even twitch a muscle, but if you just deliver a box to my house, then we are going to have a problem. So i returned the entire load. Loss of business and future business because of a small detail, please fix it.</p> <p> </p> <p>I later spared 30min the next day, walked to the Mall and found a Checkers Hyper. bought the same goods, they were delivered assembled the very next day, wish i had done that all along, what a waste of my time.</p> <p> </p> <p>An online store is supposed to be a convenient alternative, not another pain in the backside.</p>
Thank you for informing us of your online purchase service and dissatisfaction with our delivery process.
We are committed to addressing your concern, and were hoping to speak to you directly in order to arrive at an amicable solution. But, unfortunately, our head office online team has been unable to get hold of you using the Hellopeter contact details.
Please inform us how and when is best to make contact with you. It is our goal to retain you as a satisfied customer.
Regards
Mmule Moropa
Thank you for informing us of your online purchase service and dissatisfaction with our delivery process.
We are committed to addressing your concern, and were hoping to speak to you directly in order to arrive at an amicable solution. But, unfortunately, our head office online team has been unable to get hold of you using the Hellopeter contact details.
Please inform us how and when is best to make contact with you. It is our goal to retain you as a satisfied customer.
Regards
Mmule Moropa
Thank you once again for allowing our National Customer Service Manager ( Lerato Sekele) the opportunity to speak to you and apologise for the service received from us.
As a token of appreciation , for the interest shown in Makro by bringing this matter to our attention, we have arranged an electronic gift voucher of R250.00, which we hope will compensate you in some small ways for the inconvenience caused.
We highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.
Regards
Mmule Moropa
Thank you once again for allowing our National Customer Service Manager ( Lerato Sekele) the opportunity to speak to you and apologise for the service received from us.
As a token of appreciation , for the interest shown in Makro by bringing this matter to our attention, we have arranged an electronic gift voucher of R250.00, which we hope will compensate you in some small ways for the inconvenience caused.
We highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.
Regards
Mmule Moropa
I was very happy with Makro's response and this rarely happens that i change my review, but i think their customer care center is well run and has certainly managed to retain me as a client.
I still returned the goods, my refund is taking long but i am happy that the actually took the time to LITSEN to what i was telling them, most companies dont do this, they just assume that we are disgruntled clients and they can do without one client, but in reality are perpetuating the wrong culture, so thank you for litsening and following up on my concern.
I was very happy with Makro's response and this rarely happens that i change my review, but i think their customer care center is well run and has certainly managed to retain me as a client.
I still returned the goods, my refund is taking long but i am happy that the actually took the time to LITSEN to what i was telling them, most companies dont do this, they just assume that we are disgruntled clients and they can do without one client, but in reality are perpetuating the wrong culture, so thank you for litsening and following up on my concern.