WF
Warwick F
1 reviews | Active since Jan 2016
09 Mar 2021, 16:49
Refund Not Received
Hi Makro support team I'd like to bring to your attention that an online refund was initiated by your Cape Gate store on 22 Feb 2021. The refund amount was for R799.02. The refund was due to the fact that a kettle in a breakfast pack combo I purchased stopped working and was repaired 3 times in a space of 6months. Upon the last repair, the supplier advised the store to replace or refund. Since the breakfast pack was no longer in stock - I then accepted a refund. The customer service rep that assisted me advised they can only refund back to the card I purchased with via the online channel (even though I had the card with me in-store) and they refused to refund me from the point of sale. It has now been 13 days - a source to source refund should not take this long. I paid online via my Visa card 4483********4228 - Why has your Payment Gateway partner PayU not initiated my refund. Apart from the frustration of going back and forth to repair a faulty item - this refund delay surely takes the cake above your poor customer service in the store. I have to post this here on HelloPeter as nobody answers my emails to your support team - please sort this matter out asap or I'll be left with no alternative but to report this to my issuing bank and raise this as a dispute matter.
Helpful (0)
Replies (6)0
Replies (6)
Makro's replyOfficial
09 Mar 2021, 17:37Good day Warwick,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
Makro's reply09 Mar 2021, 17:37
Official
Good day Warwick,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Please note that we are currently liaising with senior management regarding the above complaint and will be sure to revert with feedback. Kindly be advised that feedback will be provided within the next 24-48hrs.
Once again, we do apologize for the inconvenience caused throughout your journey with us.
Hope you find the above in order.
Have a wonderful day.
Kind regards
Makro Hellopeter Team
WF
Warwick F's updateReviewer Update
10 Mar 2021, 12:32Hi Makro team
Great to know that customer's emails are only taken seriously when posted on forums such as HelloPeter or Facebook. Your team had the opportunity to reply to my emails, however, chose to do so only when I posted here. So I received an email reply stating that a refund is indeed due to me, which is disappointing to learn considering I was given proof that the refund took place - yet 14 days later it still never hit my account. Which makes one question, what's the purpose of giving a customer "proof of refund". Now I've been asked to provide banking details so that an eft can be initiated or be given store credit to that value. I think the bigger issue that needs to be looked at by your team is why the refund never went back to my card - how many other online customers have been affected by this online refund issue? And then customers (such as myself) have to go to such great lengths of emailing your customer service and posting on social media to get a simple refund completed? Very bad after sales experience with Marko online.
Great to know that customer's emails are only taken seriously when posted on forums such as HelloPeter or Facebook. Your team had the opportunity to reply to my emails, however, chose to do so only when I posted here. So I received an email reply stating that a refund is indeed due to me, which is disappointing to learn considering I was given proof that the refund took place - yet 14 days later it still never hit my account. Which makes one question, what's the purpose of giving a customer "proof of refund". Now I've been asked to provide banking details so that an eft can be initiated or be given store credit to that value. I think the bigger issue that needs to be looked at by your team is why the refund never went back to my card - how many other online customers have been affected by this online refund issue? And then customers (such as myself) have to go to such great lengths of emailing your customer service and posting on social media to get a simple refund completed? Very bad after sales experience with Marko online.
WF
Warwick F's update10 Mar 2021, 12:32
Reviewer Update
Hi Makro team
Great to know that customer's emails are only taken seriously when posted on forums such as HelloPeter or Facebook. Your team had the opportunity to reply to my emails, however, chose to do so only when I posted here. So I received an email reply stating that a refund is indeed due to me, which is disappointing to learn considering I was given proof that the refund took place - yet 14 days later it still never hit my account. Which makes one question, what's the purpose of giving a customer "proof of refund". Now I've been asked to provide banking details so that an eft can be initiated or be given store credit to that value. I think the bigger issue that needs to be looked at by your team is why the refund never went back to my card - how many other online customers have been affected by this online refund issue? And then customers (such as myself) have to go to such great lengths of emailing your customer service and posting on social media to get a simple refund completed? Very bad after sales experience with Marko online.
Great to know that customer's emails are only taken seriously when posted on forums such as HelloPeter or Facebook. Your team had the opportunity to reply to my emails, however, chose to do so only when I posted here. So I received an email reply stating that a refund is indeed due to me, which is disappointing to learn considering I was given proof that the refund took place - yet 14 days later it still never hit my account. Which makes one question, what's the purpose of giving a customer "proof of refund". Now I've been asked to provide banking details so that an eft can be initiated or be given store credit to that value. I think the bigger issue that needs to be looked at by your team is why the refund never went back to my card - how many other online customers have been affected by this online refund issue? And then customers (such as myself) have to go to such great lengths of emailing your customer service and posting on social media to get a simple refund completed? Very bad after sales experience with Marko online.
Makro's replyOfficial
10 Mar 2021, 12:43Good day Warwick,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We have sent you correspondence regarding this matter via email. and we look forward to your response.
Please accept our most sincere apologies for the delay and frustration this matter has taken to resolve, we have noted this incident and will ensure we improve our service.
Kind Regards,
Makro Hello Peter Team
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We have sent you correspondence regarding this matter via email. and we look forward to your response.
Please accept our most sincere apologies for the delay and frustration this matter has taken to resolve, we have noted this incident and will ensure we improve our service.
Kind Regards,
Makro Hello Peter Team
Makro's reply10 Mar 2021, 12:43
Official
Good day Warwick,
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We have sent you correspondence regarding this matter via email. and we look forward to your response.
Please accept our most sincere apologies for the delay and frustration this matter has taken to resolve, we have noted this incident and will ensure we improve our service.
Kind Regards,
Makro Hello Peter Team
Thank you for your review on our Hellopeter platform, we do apologize for the delay in response and inconvenience caused.
We have sent you correspondence regarding this matter via email. and we look forward to your response.
Please accept our most sincere apologies for the delay and frustration this matter has taken to resolve, we have noted this incident and will ensure we improve our service.
Kind Regards,
Makro Hello Peter Team
WF
Warwick F's updateReviewer Update
10 Mar 2021, 14:31Hi Makro Team
I rep**** via the email correspondence with my banking information in order to initiate the refund. It would be much appreciated if my reply can be acknowledged and refund expedited since I'm waiting more than 2 weeks.
Thank you for the prompt assistance!
I rep**** via the email correspondence with my banking information in order to initiate the refund. It would be much appreciated if my reply can be acknowledged and refund expedited since I'm waiting more than 2 weeks.
Thank you for the prompt assistance!
WF
Warwick F's update10 Mar 2021, 14:31
Reviewer Update
Hi Makro Team
I rep**** via the email correspondence with my banking information in order to initiate the refund. It would be much appreciated if my reply can be acknowledged and refund expedited since I'm waiting more than 2 weeks.
Thank you for the prompt assistance!
I rep**** via the email correspondence with my banking information in order to initiate the refund. It would be much appreciated if my reply can be acknowledged and refund expedited since I'm waiting more than 2 weeks.
Thank you for the prompt assistance!
WF
Warwick F's updateReviewer Update
10 Mar 2021, 15:19Hi Makro Team
Kindly advise why I'm being asked to submit proof of payment in order to receive my refund?
I thought this has been resolved?
By you asking me this implies that when I made this online purchase on 22 June 2020, you processed and delivered my order without being certain that is was paid for? Additionally, my order total was greater than the refund being processed. My proof of payment amount won't match the refund amount anyway. Refund was the only option given to me by your customer service team given the fact that you're out of stock on the breakfast pack and the item can no longer be repaired.
Now I must jump through hurdles and scratch out old bank statements just to prove I paid for an item that you've already taken back on 22 February 2021????
Kindly advise why I'm being asked to submit proof of payment in order to receive my refund?
I thought this has been resolved?
By you asking me this implies that when I made this online purchase on 22 June 2020, you processed and delivered my order without being certain that is was paid for? Additionally, my order total was greater than the refund being processed. My proof of payment amount won't match the refund amount anyway. Refund was the only option given to me by your customer service team given the fact that you're out of stock on the breakfast pack and the item can no longer be repaired.
Now I must jump through hurdles and scratch out old bank statements just to prove I paid for an item that you've already taken back on 22 February 2021????
WF
Warwick F's update10 Mar 2021, 15:19
Reviewer Update
Hi Makro Team
Kindly advise why I'm being asked to submit proof of payment in order to receive my refund?
I thought this has been resolved?
By you asking me this implies that when I made this online purchase on 22 June 2020, you processed and delivered my order without being certain that is was paid for? Additionally, my order total was greater than the refund being processed. My proof of payment amount won't match the refund amount anyway. Refund was the only option given to me by your customer service team given the fact that you're out of stock on the breakfast pack and the item can no longer be repaired.
Now I must jump through hurdles and scratch out old bank statements just to prove I paid for an item that you've already taken back on 22 February 2021????
Kindly advise why I'm being asked to submit proof of payment in order to receive my refund?
I thought this has been resolved?
By you asking me this implies that when I made this online purchase on 22 June 2020, you processed and delivered my order without being certain that is was paid for? Additionally, my order total was greater than the refund being processed. My proof of payment amount won't match the refund amount anyway. Refund was the only option given to me by your customer service team given the fact that you're out of stock on the breakfast pack and the item can no longer be repaired.
Now I must jump through hurdles and scratch out old bank statements just to prove I paid for an item that you've already taken back on 22 February 2021????
WF
Warwick F's updateReviewer Update
12 Mar 2021, 10:19Hi Makro Team
Just following up here as my emails are once again going unanswered. I'm simply looking for an update or resolution. I sent in my banking and personal information as requested by the customer service team, yet I have no acknowledgement of receipt or an ETA for the refund?
Just following up here as my emails are once again going unanswered. I'm simply looking for an update or resolution. I sent in my banking and personal information as requested by the customer service team, yet I have no acknowledgement of receipt or an ETA for the refund?
WF
Warwick F's update12 Mar 2021, 10:19
Reviewer Update
Hi Makro Team
Just following up here as my emails are once again going unanswered. I'm simply looking for an update or resolution. I sent in my banking and personal information as requested by the customer service team, yet I have no acknowledgement of receipt or an ETA for the refund?
Just following up here as my emails are once again going unanswered. I'm simply looking for an update or resolution. I sent in my banking and personal information as requested by the customer service team, yet I have no acknowledgement of receipt or an ETA for the refund?