1 reviews | Active since Dec 2015
Really disappointed
I placed an order online last week and at the time of placing me order, it showed 6 items left in stock. After a few days, I received an email saying that my refund was approved - no other communication regarding this by the way. I then reached out to customer service and the agent said that the item was out of stock so the seller had to unfortunately cancel the order. When I went back to the website, I saw that the item was available from the same seller but the price had been increased by a lot. My order was canceled under the false pretense of it being “out of stock” when really, the seller just wanted to increase the price which I feel is wrong. According to the consumer good protection act, I should receive the item at the price I had paid. Anyways, I was told that I also needed to reach out to Makro online for further assistance. I sent an email to the address provided and shortly after, I got a call from an agent saying that she was escalating the matter to their complaints department and I would hear back in 24-48 hours. I have not heard back, so I sent a follow up email after which I received a response saying my query was resolved as my refund has been processed. My issue has not been resolved and I am really disappointed as I purchased the item for my son’s birthday and now I won’t be able to get anything else in time as I will be traveling.
“Hi Zaheerah,
We acknowledge receipt of your remarks via Hellopeter and wish to express our sincere regret for any shortfall in service excellence. Please be assured that we are addressing your concerns with the utmost urgency and your feedback is being thoroughly evaluated.
With respect to the cancellation of your order, we must inform you that once a refund has been initiated, our capacity to effect further actions is regrettably limited.
The refund has been processed back into your account and should reflect in the next 7-14 working days from the date of processing.
We extend our apologies for any inconvenience this may have caused you.
We are committed to preventing a recurrence of such an incident. We value your patience and comprehension in this matter.
Best regards,
Makro Social Media Team”
Absolutely horrible, I’m not even the one who initiated or requested the refund, this was done my Makro! Surely Makro should have some process to follow before just accepting refund requests from sellers on behalf of customers?? This whole matter goes completely against my rights as a consumer. I will be taking this up with the consumer ombudsman as I have more than enough screenshots and emails as evidence. I tried reaching out to Makro directly for assistance with this but since I’ve been disregarded and messed around I unfortunately have to take matters further. I have done this with other business many times so I know the drill very well.
“Hi Zaheerah,
We acknowledge receipt of your remarks via Hellopeter and wish to express our sincere regret for any shortfall in service excellence. Please be assured that we are addressing your concerns with the utmost urgency and your feedback is being thoroughly evaluated.
With respect to the cancellation of your order, we must inform you that once a refund has been initiated, our capacity to effect further actions is regrettably limited.
The refund has been processed back into your account and should reflect in the next 7-14 working days from the date of processing.
We extend our apologies for any inconvenience this may have caused you.
We are committed to preventing a recurrence of such an incident. We value your patience and comprehension in this matter.
Best regards,
Makro Social Media Team”
Absolutely horrible, I’m not even the one who initiated or requested the refund, this was done my Makro! Surely Makro should have some process to follow before just accepting refund requests from sellers on behalf of customers?? This whole matter goes completely against my rights as a consumer. I will be taking this up with the consumer ombudsman as I have more than enough screenshots and emails as evidence. I tried reaching out to Makro directly for assistance with this but since I’ve been disregarded and messed around I unfortunately have to take matters further. I have done this with other business many times so I know the drill very well.
“Hi Zaheerah,
We're truly sorry to hear about your experience.
We understand your frustration and disappointment concerning the cancelled order.
Order was cancelled due to the supplier could not fulfill the order in time.
Refund is processed.
Once again, we apologize for the inconvenience you have faced.”
Absolute nonsense. I was able to place an order for the same item from the same seller on the same day that my order was cancelled and received it in time however the price has changed! I was first told that my order was cancelled as the seller was out of stock which was a lie and now I’m being told it is because they could not fulfill the order in time which is another lie. I do not appreciate dishonestly - own up to the issue and take responsibility. I don’t care how long it takes to fulfill the order, I want my item at the same price! I have taken this up with the consumer ombudsman already and they will be taking this further. I will also be posting this on social media and discourage my wide audience from using Makro’s services in future.
“Hi Zaheerah,
We're truly sorry to hear about your experience.
We understand your frustration and disappointment concerning the cancelled order.
Order was cancelled due to the supplier could not fulfill the order in time.
Refund is processed.
Once again, we apologize for the inconvenience you have faced.”
Absolute nonsense. I was able to place an order for the same item from the same seller on the same day that my order was cancelled and received it in time however the price has changed! I was first told that my order was cancelled as the seller was out of stock which was a lie and now I’m being told it is because they could not fulfill the order in time which is another lie. I do not appreciate dishonestly - own up to the issue and take responsibility. I don’t care how long it takes to fulfill the order, I want my item at the same price! I have taken this up with the consumer ombudsman already and they will be taking this further. I will also be posting this on social media and discourage my wide audience from using Makro’s services in future.