Order Number: MAK***. Over a MONTH late and no contact.

This complaint is directed at the Springfield branch of Makro, Durban, KZN.

On the 8th of February 2019 an order was placed to this branch for the purchase and delivery of a twin tub washing machine. Payment was made via INSTANT EFT. The price was R2299.00, with a delivery fee of R173.00 and VAT totalling up to R2472.00. You got your money immediately. We held up our end of the agreement. Delivery was assured to take 3-5 working days on the site but once the order was processed we were hit with a ridiculous delivery date of 11 March. This was understandable as we deduced that the item was of limited stock due to it being an online only purchase but doesn't excuse for your lack of foresight to retain adequate quantity on hand. We called, it was explained, and we waited. Patiently. An email was received apologizing for late orders across the board due to a new and buggy system and assurances were made that all late orders would be delivered within 7 working days. This was about 2 weeks before the 11th of March but still no delivery was made. The 11th came and we made ourselves available all day in order to receive our purchase. Note, again, THIS ITEM WAS ALREADY PAID FOR. Not a call, not an SMS, not a single ****ing email. And definitely no apology or explanation. Three days on and our patience has reached its end. I've just called your call center who cannot tell me what is going on or why (See below for call reference) and explained that this is beyond any measure of reasonable neglect. I explained that a simple phone call or ANY form of contact to keep us in the loop would have sufficed. We wouldn't have been happy but we'd have appreciated the gesture. I offered the choice to either refund our money or, if Makro were partial to keeping two customers who otherwise have greatly enjoyed shopping at this store, step up to the plate and make good on your commitment to your clients by upgrading the order. Without missing a beat the answer was a refund, so the decision was made to lose out on further business because the system apparently only has that option. No putting me in contact with someone higher who had the authority to say one way or the other. Refund, and two lost customers. Thank you Makro. And come hell or high water that refund better reflect within the 3-5 working days that were promised. This was our first time engaging with you through your online order platform, ever other time, in person, no issues were had and money spent was well worth it. We want an explanation. We want to know why once our money was in your coffers that we were suddenly put in the rear view mirror and left coughing dust without a second thought. The both of us have a combined 15 years worth of experience in various factors of retail and service and if there's one thing we abhor it's not being afforded the same consideration we gave to our customers.

The call reference is 53384, time was 10:08, length was 12 min 36 sec

Regards Schalk Zwiegelaar