MB
Moegsien B
1 reviews | Active since Mar 2019
14 May 2025, 08:41
Poor call centre service and terrible process
I placed an order on monday may 12 and changed my address however the order was placed on the old address, I have been calling for 2 days to get this resolved and updated and getting 2 different responses and processes and no communication back from the call centre on the query nor was anything done. Call centre agents and team leads are not helpful and refuse to take ownership of the query and provide me with the details of a person that will guide this to resolution. Last feedback was that the order be cancelled and my refund processed which should have taken 6 hours but here we are a day later in the same situation.
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Moegsien B's updateReviewer Update
15 May 2025, 11:45updated sequence of events
I placed and order on Monday may 12th at 7:19am and changed the delivery address to my new address however after the order was placed the address changed to my previous address. I called in the call centre after 8am and was advised that the address would be changed. This was not done, called the next day and was advised that the order needs to be cancelled and that the refund process will take 6 hours and I can place the order again, also not done, later in the day the delivery happened at my previous address and I had to send the driver back. Called on the 14th multiple times and eventually the cancellation was loaded on the system however the online portal still shows the item as out for delivery, called back on the 15th and was now told that they seller needs to update on their end before the cancellation and refund process can begin and this can take 14 days. This is not ideal as I was also advised that the new system has glitches sending out orders with the wrong details if changed. Coming from an IT space, how can such a massive design flaw be allowed in production and secondly a month long process to cancel and allow the customer to get the item he needs is unacceptable. The lack of help and meaningful feedback is also frustrating and consultants cannot throw process in the customers face in the event of a system issue caused by Makro. I have not received a single call or email regarding this order or the escalation nor have I gotten any feedback from hello peter. My next step will be to report makro to the consumer commission for bad business practices. As a customer I have done my part to update and try to resolve the issue as soon as it was noticed however the lack of interest to resolve your customers issues is concerning. There is also no process in place to get the item sent to the correct address which is unacceptable. This is costing me additional money in airtime and additional food purchases which will not be recovered from Makro as the item I had ordered is a stove. Your urgent assistance in this regard is highly appreciated
I placed and order on Monday may 12th at 7:19am and changed the delivery address to my new address however after the order was placed the address changed to my previous address. I called in the call centre after 8am and was advised that the address would be changed. This was not done, called the next day and was advised that the order needs to be cancelled and that the refund process will take 6 hours and I can place the order again, also not done, later in the day the delivery happened at my previous address and I had to send the driver back. Called on the 14th multiple times and eventually the cancellation was loaded on the system however the online portal still shows the item as out for delivery, called back on the 15th and was now told that they seller needs to update on their end before the cancellation and refund process can begin and this can take 14 days. This is not ideal as I was also advised that the new system has glitches sending out orders with the wrong details if changed. Coming from an IT space, how can such a massive design flaw be allowed in production and secondly a month long process to cancel and allow the customer to get the item he needs is unacceptable. The lack of help and meaningful feedback is also frustrating and consultants cannot throw process in the customers face in the event of a system issue caused by Makro. I have not received a single call or email regarding this order or the escalation nor have I gotten any feedback from hello peter. My next step will be to report makro to the consumer commission for bad business practices. As a customer I have done my part to update and try to resolve the issue as soon as it was noticed however the lack of interest to resolve your customers issues is concerning. There is also no process in place to get the item sent to the correct address which is unacceptable. This is costing me additional money in airtime and additional food purchases which will not be recovered from Makro as the item I had ordered is a stove. Your urgent assistance in this regard is highly appreciated
MB
Moegsien B's update15 May 2025, 11:45
Reviewer Update
updated sequence of events
I placed and order on Monday may 12th at 7:19am and changed the delivery address to my new address however after the order was placed the address changed to my previous address. I called in the call centre after 8am and was advised that the address would be changed. This was not done, called the next day and was advised that the order needs to be cancelled and that the refund process will take 6 hours and I can place the order again, also not done, later in the day the delivery happened at my previous address and I had to send the driver back. Called on the 14th multiple times and eventually the cancellation was loaded on the system however the online portal still shows the item as out for delivery, called back on the 15th and was now told that they seller needs to update on their end before the cancellation and refund process can begin and this can take 14 days. This is not ideal as I was also advised that the new system has glitches sending out orders with the wrong details if changed. Coming from an IT space, how can such a massive design flaw be allowed in production and secondly a month long process to cancel and allow the customer to get the item he needs is unacceptable. The lack of help and meaningful feedback is also frustrating and consultants cannot throw process in the customers face in the event of a system issue caused by Makro. I have not received a single call or email regarding this order or the escalation nor have I gotten any feedback from hello peter. My next step will be to report makro to the consumer commission for bad business practices. As a customer I have done my part to update and try to resolve the issue as soon as it was noticed however the lack of interest to resolve your customers issues is concerning. There is also no process in place to get the item sent to the correct address which is unacceptable. This is costing me additional money in airtime and additional food purchases which will not be recovered from Makro as the item I had ordered is a stove. Your urgent assistance in this regard is highly appreciated
I placed and order on Monday may 12th at 7:19am and changed the delivery address to my new address however after the order was placed the address changed to my previous address. I called in the call centre after 8am and was advised that the address would be changed. This was not done, called the next day and was advised that the order needs to be cancelled and that the refund process will take 6 hours and I can place the order again, also not done, later in the day the delivery happened at my previous address and I had to send the driver back. Called on the 14th multiple times and eventually the cancellation was loaded on the system however the online portal still shows the item as out for delivery, called back on the 15th and was now told that they seller needs to update on their end before the cancellation and refund process can begin and this can take 14 days. This is not ideal as I was also advised that the new system has glitches sending out orders with the wrong details if changed. Coming from an IT space, how can such a massive design flaw be allowed in production and secondly a month long process to cancel and allow the customer to get the item he needs is unacceptable. The lack of help and meaningful feedback is also frustrating and consultants cannot throw process in the customers face in the event of a system issue caused by Makro. I have not received a single call or email regarding this order or the escalation nor have I gotten any feedback from hello peter. My next step will be to report makro to the consumer commission for bad business practices. As a customer I have done my part to update and try to resolve the issue as soon as it was noticed however the lack of interest to resolve your customers issues is concerning. There is also no process in place to get the item sent to the correct address which is unacceptable. This is costing me additional money in airtime and additional food purchases which will not be recovered from Makro as the item I had ordered is a stove. Your urgent assistance in this regard is highly appreciated
MB
Moegsien B's updateReviewer Update
26 May 2025, 11:25It is now the 26th May and this story has been going on from the 12th. Each time i call i hear that this will be escalated with a turnaround time of 72 hours, eventually get hold of someone and get told it will be refunded in 2 to 5 days and still nothing. there is no return calls and no follow ups with the customer. Your last reply on this platform was 10 days ago and no other feedback was received. Should this rather be dealt with legally or through the consumer ombudsman. Should i sue Makro for theft and unfair business practice?
MB
Moegsien B's update26 May 2025, 11:25
Reviewer Update
It is now the 26th May and this story has been going on from the 12th. Each time i call i hear that this will be escalated with a turnaround time of 72 hours, eventually get hold of someone and get told it will be refunded in 2 to 5 days and still nothing. there is no return calls and no follow ups with the customer. Your last reply on this platform was 10 days ago and no other feedback was received. Should this rather be dealt with legally or through the consumer ombudsman. Should i sue Makro for theft and unfair business practice?
MB
Moegsien B's updateReviewer Update
26 May 2025, 11:27Or i am going to shop at Makro to the value of my purchase which i do not have and choose what i want out the store...
MB
Moegsien B's update26 May 2025, 11:27
Reviewer Update
Or i am going to shop at Makro to the value of my purchase which i do not have and choose what i want out the store...