Pathetic service

Hi

I ordered a fridge online from Makro and clearly indicated my preferred delivery date, which was confirmed by the call centre agent. Despite this, the courier attempted to deliver the fridge before the agreed date. I explained that I was not yet in the area and requested that delivery be rescheduled to the date I had specified.

I contacted Makro again to reconfirm the delivery date, and this was once again acknowledged and confirmed. On the morning of the agreed delivery date, I called the call centre and was assured that my order was confirmed for delivery between 12:00 and 18:00.

However, barely an hour later, I received notification that my order had been cancelled and that a refund was being processed. Upon contacting Makro to clarify the situation, I was informed that this was indeed the case. What is particularly frustrating is that nobody could provide a clear explanation as to why the order was cancelled, who was responsible, or what escalation procedures were available to resolve the matter.

I am now left without a fridge, facing a 7–14-day wait for my refund, while approximately R2,000 worth of groceries have gone to waste. To make matters worse, not a single person from Makro has contacted me to apologise, take accountability or offer any assistance in resolving this situation.

The level of service I have experienced from Makro has been nothing short of appalling. The lack of communication, accountability and basic customer service is extremely disappointing. I have never experienced such poor service from a retailer, and this experience has completely destroyed my confidence in the Makro brand.

I am genuinely disgusted and appalled by the way this matter has been handled. This is not the level of service any paying customer should have to endure, and I can confidently say that I will never support the Makro brand again.

Regards, Mitchell Raman