“Poor service” is an understatement as there has been no service at all.

I wanted to log a call with Makro for our washing machine that is currently faulty. I called them on Saturday on *** and asked to be transferred to Makro Cape Gate. My first call was deliberately avoided, the agent answered then transferred me without engaging, clearly trying to shirk their responsibility. Must have been an agent that did not feel like working on the day.

I then call again and speak to Valencia and she asks me my reason for calling and I explain that I need to log a service call and I ask her if I can log it with her as well and she says no that I have to do it with the store which I then said its fine she can transfer me. After waiting on hold for about 10 mins she comes back to me asking me what item is for that I want to log the query and I explain again it's for our washing machine and then she says that she can log it for me as well. At this stage I'm thinking like why could you then not just assist have assisted me in the first place. Anyway, she then ask me for the details of the item which I then start giving her details and then she says that she needs the serial number which I then explain to her that its on the warranty info that I gave her and I have no access to get to it as the dryer is on top of the machine and its built into the laundry cupboard and this is where things start turning for the worst. I advise her that I logged a call for the dryer before and all they needed was Makro card number and they could pick up all my details from there as I provided no further info apart from explaining what the issue was and they logged a call and got it sorted within 2 days. Valencia then says she will rather put me through to the store and they must assist. I'm thinking to myself again, WOW this world class. Anyway, I wait again, bearing in mind at this stage I was on the call for like 20 mins already, I wait and wait and wait, you get my drift and then she comes back saying that she is struggling to get through to them and can't she give me their direct number and then I can rather try calling them. I then advise her that if she is working for Makro and she can't get hold of the store, how much more difficult will it not be for me to get through to the store. I then advise her that she can log a call to them and ask them to call me back as I'm not going to wait around trying to get through to them and waste my time and money as I called them to do a simple thing. She then advise that she will get someone to call me and gave me a ref 1LI3S.

Guess what, why am I not surprised that this call back has still no occurred. I then call back this morning, bearing in mind I have school kids and need to wash their school clothes, I then end up speaking to Lerato. I advise her of my previous call and provide her with the ref and ask her what is happening. She then does the proverbial thing and says can I place you on hold quick. 5 Mins later on hold and still waiting, she eventually comes back to me and asks can I hold on and she will try to get someone to assist me. I advise her that can't she get someone to contact me as I have work to do and can't sit on hold waiting for someone to assist. I ask her again, why can't she just take down my details and log the query for me ad she says that their systems has since been upgraded to improve their service and then advise her how did it improve that it does not even allow you to do simple things. I then ask her if she can give me a ref for the call and get the relevant people to call me as I can't be waiting on a call for this long. Guess what, she places me on hold again. This time 8 mins later she comes back to me asking me what brand machine do I have. I then ask her for the ref because she advised me that she is placing me on hold to obtain the ref and now she is asking me other questions to which she replies she was checking with her superiors if they can assist. I advise her that you actually placed me on hold to advise me that you obtaining the ref after I politely said that I am not going to wait for assistance as I have waited long enough and you agreed to get someone to call me yet you place me on hold and do the complete opposite. I then ask her if I can speak to the Superior and she advise that they are all in a meeting. How convenient is that when just told me now that you spoke to them. She then gives me the ref 1LL29. Still waiting on assistance and no further in getting a simple request logged.

This level of service is beyond unacceptable. Over two days, I’ve spent close to an hour on the phone, repeating myself, being passed around, misled and left with nothing to show for it but hollow promises and reference numbers. I have school aged children and without a working washing machine, this issue is urgent.

Makro, your service has been pathetic to say the least. I expect immediate follow-up and resolution.

Please escalate this complaint to the relevant department and have someone competent contact me without further delay.