Pathetic Service - Online Purchase

On Saturday, the 11th of January 2025, I placed an online order for two recliners – MAK ***.

On the Sunday I noticed that the two recliners were not the same in color, hence realized that the incorrect order was placed for the one recliner – I wanted both recliners to be brown in color. I contacted the Call Centre on Sunday and informed the then Call Centre Agent – Memory – of the situation, I also noted during the call which recliner I would prefer to order instead. I was told that the matter would be escalated. I wanted to know how I would know that the matter was sorted, and I was told by means of receiving and sms or email.

On Tuesday – 14th of January 2025, I stared receiving notifications that the one recliner was in process of being delivered. I then decided to contact the Call Centre again at 08:01. A Call Center Agent by the name of Simalo took the call. I explained the reason for my call. Now, throughout the call, Simalo did not seem interested at all with my query, and at a stage, I even thought she was simply not grasping what the query entailed. I tried to confirm if my query was sorted seeing that I did not receive an sms as yet. To my shock and disbelief she clearly started patronizing me, asking me “so you think because you did not receive an sms, the matter has not been attended too”. I must salute Simalo for this – I have never experienced this type of disrespect and unprofessional dialogue with any Call Centre agent before. I then noted, its fine, I will just rather log a Hello Peter complaint - at least it seemed as if Hello Peter rang a bell to Simalo, because then she wanted to sort out the matter, but unfortunately as a client, I am not used to being disrespected in such a manner and I decided to end the call. Simalo, thank you for your disrespectful demeanor and for disrespecting me.

I then decided to phone the Call Centre again, and spoke to a lady called Lebo. I explained to her that I was livid and the only thing I wanted to confirm was if my matter in regards to the 2nd recliner was sorted. Lebo was most professional and told me that she could see on her side that someone was attending to the matter as we speak.

Shockingly, at 08:16, I received an email from Hlengiwe Ngcobo informing me that “the item that I want is from a different seller and they could not allocate the order to the other seller and unfortunately we will have to cancel and refund you”. I was flabbergasted as to how more unprofessional the service became – surely Makro could have had the courtesy to at least contact me telephonically and discuss possible solutions, but no, simply cancel and refund. Is this really good for business or even a manner in which your clients should be treated. I then rep**** to the email notifying that they should not cancel the order. No reply from Hlengiwe Ngcobo. I then sent another email to Hlengiwe Ngcobo asking just to confirm if the order will not be cancelled, and 24 hours later Hlengiwe Ngcobo did not have the decency to reply to my email. Thank you Hlengiwe Ngcobo for the pathetic service.

I then yet again had to phone the Call Centre and spoke to a gentleman called Tshepiso- very pleasant and professional indeed. I was told that he would escalate the matter and would note that I don’t want to cancel the order.

Now, here is my concern: 1. Between 17 December 2024 and 11 January 2025, I spent R33 000 at Makro. This included Christmas gifts of R8000 for a hob, R6500 for two Hisense Smart TV’s and then the two recliners. So it is not as if I am a once off cheap client. In fact, no client no matter how small the purchase should ever be treated the way I was addressed by Simalo and Hlengiwe Ngcobo. 2. So I was correct Simalo, my request was not actioned, because once I mentioned Hello Peter things started happening. 3. Can someone explain to me, why the original order could not be cancelled, and the preferred product be ordered instead, without so many phone calls. Or I could have at least been informed of the correct process, cancel the one order and then re-order, or is the recliner noted on the Makro Online Site simply actually not available. Instead of just getting the email from Hlengiwe Ngcobo. This is so off, seriously.

I did receive the one recliner yesterday – thank you.

I will have to wait and see when my 2nd recliner will be delivered, but am still convinced, my query could have been handled in a more professional way.

I also find it rather ***** that your Call Centre Agents are not allowed to give their surnames.

Never the less, we all need to learn from our mistakes, even though mine came at a cost of R7559 with this specific purchase.

I do however yet again want to thank Memory, Lebo and Tshepiso for their excellent service. And yes, I am still convinced that my matter could have been attended too and resolved, if the parties of concern was really interested too.