1 reviews | Active since Aug 2013
Pathetic service with H&S incident
<p>My wife fell in Makro Centurion due to a wet floor. The staff response is pathetic, do they even have health and safety training? The staff took ages to respond not one staff member asked if my wife was ok they were just eager to clean the floor to take away the evidence. The H&S manager came to the scene did not even intoduce himself. He did not even have a proper method to collect the details of the incedent he shouted at someone to get a piece of paper and a pen and scribbled the incedent details. The customers in the store was more concerned with our well being than your own staff. They did not even try to assist her to put her in the wheelchair I had to do it all myself. And the staff that was standing around was laughing and making jokes in their own language. The car guard was more concerned with my wifes well being than the makro staff. No offered me any information from makro I had to ask and document it all on my own. And when I asked what is the process going forward as Makro will be held responsible for all medical bills due to the incedent they just said a report will be sent through to head office. I must say this is the most unprofessional service that I have ever recieved especially from the H&S manager.</p>
We sincerely apologize for your unfortunate experience, and would like to thank you for bringing this matter to our attention.
Makro prides itself with great customer service and staff members dedicated to particular areas to better assist customers. Your reported experience is not the normal practice in our environment. We have clearly articulated policies that adhere to Safety Health and environmental ethos.
- Claims must be sent to Gideon Mokgatle, Risk Department, who’ll then submit to our HO
- A once of claim for all medical Bills related to the incident can be submitted.
- The Claim Process is dependent on our Insurer’s turnaround, however it has been assigned high priority by our Administrators & updates will be provided upon your request.
We however, understand your dissatisfaction and we are currently investigating what may have occurred. Please rest assured that this matter is of utmost importance to us. In the interim we have also notified all the relevant personnel regarding your experience to raise awareness again and to prevent any recurrence of this nature. It is our goal that every customer leaves Makro delighted with the service they have received.
Regards
Mmule Moropa
We sincerely apologize for your unfortunate experience, and would like to thank you for bringing this matter to our attention.
Makro prides itself with great customer service and staff members dedicated to particular areas to better assist customers. Your reported experience is not the normal practice in our environment. We have clearly articulated policies that adhere to Safety Health and environmental ethos.
- Claims must be sent to Gideon Mokgatle, Risk Department, who’ll then submit to our HO
- A once of claim for all medical Bills related to the incident can be submitted.
- The Claim Process is dependent on our Insurer’s turnaround, however it has been assigned high priority by our Administrators & updates will be provided upon your request.
We however, understand your dissatisfaction and we are currently investigating what may have occurred. Please rest assured that this matter is of utmost importance to us. In the interim we have also notified all the relevant personnel regarding your experience to raise awareness again and to prevent any recurrence of this nature. It is our goal that every customer leaves Makro delighted with the service they have received.
Regards
Mmule Moropa
Good Day
Thank you for the feedback.
Their are still some questions / requests that was not answered in your feedback. As per previous mail see the outstanding questions / requests:
Was the incident actually reported to head office as said by H&S manager Nkole Mokgatle Yes it was, verification can be done with Jocelyn Harding, our Group Occupational Health & Safety Administrator / Officer : **********
and I would like to see the incident report as he just scribbled down some stuff on a piece of paper. I would also like to see your health and safety policy and procedure plan as I want to verify that all the steps were taken as required, seeing that neither the H&S manager nor any other staff followed procedure.
I asked to see the report and the H&S policy and procedures, and it will be appreciated if you can get the relevant information from the correct people.
You mentioned that all issues were addressed, can you confirm with issues that were and what action plan was taken to address them seeing that I had more than one complaint. And how do you expect me to give feedback on the improvements if I do not know what they are and it was due to an incident. I can't recreate the incident to verify and give you feedback.
I also asked to confirm the issues that was addressed and the action plan taken
And lastly I want to raise another concern with you that came to mind is that none off the 3 staff that was standing their watching us struggle to get my wife sorted offered to even pickup the items that we were going to purchase or even asked if they can assist me with getting to the queue quicker to purchase those items. Such sensitive incidents will be addressed with the general staff to avoid future occurrences
What about the manager that was standing their barely saying a word, how do you expect your general staff to know what to do if your Health and Safety manager has no clue how to follow the policy and procedures.
Claims must be sent to Gideon Mokgatle, Risk Department, who’ll then submit to our HO
Lastly can you provide me with the contact details and email address of Gideon Mokgatle.
If you do not know the answer(s) to the above questions please get the information from the relevant parties and provide me with sufficient and complete feedback.
Awaiting your response
Good Day
Thank you for the feedback.
Their are still some questions / requests that was not answered in your feedback. As per previous mail see the outstanding questions / requests:
Was the incident actually reported to head office as said by H&S manager Nkole Mokgatle Yes it was, verification can be done with Jocelyn Harding, our Group Occupational Health & Safety Administrator / Officer : **********
and I would like to see the incident report as he just scribbled down some stuff on a piece of paper. I would also like to see your health and safety policy and procedure plan as I want to verify that all the steps were taken as required, seeing that neither the H&S manager nor any other staff followed procedure.
I asked to see the report and the H&S policy and procedures, and it will be appreciated if you can get the relevant information from the correct people.
You mentioned that all issues were addressed, can you confirm with issues that were and what action plan was taken to address them seeing that I had more than one complaint. And how do you expect me to give feedback on the improvements if I do not know what they are and it was due to an incident. I can't recreate the incident to verify and give you feedback.
I also asked to confirm the issues that was addressed and the action plan taken
And lastly I want to raise another concern with you that came to mind is that none off the 3 staff that was standing their watching us struggle to get my wife sorted offered to even pickup the items that we were going to purchase or even asked if they can assist me with getting to the queue quicker to purchase those items. Such sensitive incidents will be addressed with the general staff to avoid future occurrences
What about the manager that was standing their barely saying a word, how do you expect your general staff to know what to do if your Health and Safety manager has no clue how to follow the policy and procedures.
Claims must be sent to Gideon Mokgatle, Risk Department, who’ll then submit to our HO
Lastly can you provide me with the contact details and email address of Gideon Mokgatle.
If you do not know the answer(s) to the above questions please get the information from the relevant parties and provide me with sufficient and complete feedback.
Awaiting your response