Hellopeter
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AC
Alan C

1 reviews | Active since Feb 2012

17 Jul 2023, 16:41

Online store customer support needs improvement.

I've been fighting with the online store customer support about an order they insist was delivered. It was not. They showed "proof" by way of a courier delivery note. When I rejected that and asked for a signature, they said it was confirmed via a pin. So I went to the courier site. Delivery was more than 1000km away from my location and the pin was first sent to my phone then just about immediately sent to another phone and subsequently confirmed. Might this be a nefarious action by the courier? Perhaps. Yet it was me who was made to feel like a *****. Customer support did not bother to check whether maybe, just maybe, the parcel was not actually delivered to the correct province and town.

0
Replies (3)
Makro
Makro's reply18 Jul 2023, 09:24
Official
Good day Alan,
 
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
 
We take all our customer requests seriously and assure you that this matter will be our priority.
 
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. 

We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
 
Please be advised that feedback will be provided.
 
Once again, we apologize for the inconvenience caused throughout your journey with us.
 
We hope you find the above in order.

Kind regards,
Makro Hello Peter Team

Best regards,

AC
Alan C's update25 Jul 2023, 10:18
Reviewer Update
The Makro Hello Peter Team contacted me and it sounded like all would work out. Not so much. Another series of back-and-forth emails. Today, they sent proof of signed delivery. Correctly signed by my wife. For a different product! They still don't understand the tracking evidence I provided that showed the missing product was delivered to Johannesburg, more than 1000km away from me. I'd ask for a refund but this is becoming an interesting story about the struggle for a previously successful brick&mortar enterprise to adapt to the online marketplace. It's not going well.
AC
Alan C's update28 Jul 2023, 10:13
Reviewer Update
The product arrived, a month after placing the order. Thanks to the Makro Hello Peter Team.