Pathetic & Shocking Buying Experience at MAKRO

Think twice before utilising Makro's logistic company (Barlow-World) for delivery of appliances. This review will not do justice to the pathetic level of service I have received from Makro or the level of extreme frustration I have encountered in dealing with these 2 companies. I placed on order for a fridge (R16K) ON 22 November 2018. As I write this review today 11 December 2018, the disgusting reality is that I still have not received my fridge. Furthermore, 6 calls later to the ill-informed and *********** call centre agents, a visit to Woodmead to see the Sales Manager Mpho and 4 hrs later it is shocking to inform that at this point, the location of my fridge is unknown aka, Barloworld driver is AWOL. Makro management is UNABLE to dispatch any appliances and are riddled with operational efficiency excuses. Every instance I spoke to an agent, there was a completely different version / lie regarding the status of my order.

On 11 December I receive a call that the fridge will be delivered. I get home early defrost my freezer, empty out all contents and wait. The driver eventually calls hours later to say he is on his way at 5pm. I call and he informs me he is still on his way. At 6:30 pm he blocks my number and I call him from my spouses phone. Not knowing the number he answers the call and says "I have knocked off" I will not be delivering your fridge. This is the disgusting nature of the Barloworld ethos and lack of respect for people.

Giving Makro the benefit of the doubt, I call Mpho informing his that all my frozen goods (veggies, meat etc) and 10 months old baby's food is defrosting in this heat and will probably be going bad. Let alone the risk of Salmonella infecting us. It is beyond my comprehension how a retail operation as huge as Makro have their hands "tied" or the empathy to assist a customer by going the extra mile and have ZERO visibility on their logistics once an appliance leaves the DC. This is evidently a company that cares more more profitability than the customer satisfaction by far. Furthermore, there seems to be no repercussions for the FALSE advertising on their website that commits to 7-10 days for delivery misleading the customer. Is the the CPA rules being adhered to by Makro? Evidently not and not an ounce of remorse for this putrid level of service.

Despite explaining the inconvenience t the Manager Mpho and call ctr agents, that I have had to delay my flight for my family and I to go away on holiday due to this pathetic process deficiency in Mako's logistics. At this stage Makro has stated that the driver "when located" will be disciplined and thereafter sent to my house to deliver my fridge. REALLY!!!! Send a disciplined driver back to my home and risk my families life by him knowing my address. Catch a wake up MAKRO!!!

This has probably been THE worst purchasing experience of my life (no exaggeration) and after being a loyal customer for years, NEVER again will I support this brand based on my experience. Lesson learnt. Makro word of mouth is THE most powerful marketing tool. Think twice before using these guys to deliver your goods.