Pathetic Service - Makro CapeGate

I am not one to usually complain as I have worked in retail myself and currently working in the Healthcare Industry, which in this time has been a very difficult and trying time. Thus, I understand that everyone should just be patient with one another as we are all just trying to adapt and adjust.

However, the service we received from Makro CapeGate yesterday, 19 November is absolutely pathetic and appalling. I will explain why...

My husband and I were returning a cooker hood he had purchased on a previous occasion, for which he waited for it FOR MORE THAN A HOUR to be brought to him, only to find that it was scratched and damaged. Even though he waited for more than a hour, he was patient and understood that it takes a while to locate the item and then collect it and bring it to the client. So that was his first experience, then upon returning the item, we also had to wait but yet, we were patient. We were given a voucher as my husband mentioned he is going to buy one from Makro again. We wanted to get the black Elica glass cooker hood, Matthew from I think RVS or RV or RVA (he was wearing navy uniform with red stripes) assisted us. So here comes the pathetic part, I told him in a nice manner that the first time my husband waited a hour and we would really appreciate it if he didn’t make us wait again. He said he would meet us at the same spot once he has found the product. We waited for ALMOST TWO HOURS and it gets worse. My husband started to get uneasy and asked someone who then told him that it takes a while to retrieve the items, which he knew from the first experience, however this person was of no help and made it seem as if my husband was being impatient. My husband asked a third person who then came back to us within, not even 10 min, and said THAT THERE IS NO STOCK. That was what ticked my husband off because how could a third person give us feedback so quick and another staff member was making us wait almost two hours for nothing. My husband asked to speak to Matthew who then came out and had nothing to say. We couldn’t understand how this man could make us stand around and not provide any feedback whatsoever . So my question is, if we hadn’t to ask a third person, would we have still been waiting for Matthew for nothing? Very, very upsetting, disappointing and plain pathetic service. The worst if you ask me.

I spoke with another person who was wearing the same uniform as Matthew who brought to my attention that Matthew is assisting with Christmas decorations which I understood, however, if appliances is not his department, its still no excuse for the fact that he couldn’t come out and even tell us ANYTHING. I appreciate that he assisted even if it’s not his department but he could’ve asked someone else to assist us, someone from the department or someone else to assist him in finding the product. Him not being from that department does not make a difference. Something else could’ve been done to ensure us as clients were assisted and were satisfied. I wanted to speak to a MORNé, who is apparently Matthew’s manager, he was nowhere to be found.

We are utterly disgusted by the service and the lack thereof. I would really appreciate acknowledgment and an apology. And also feedback.