1 reviews | Active since Jul 2020
Repeated Apathetic Customer Service from Makro
I did an online purchase of 2 Hoover hand held Vacuum Cleaners on Monday 27 July 2020.
The items arrived on the 29 July without any packaging or being boxed for protection. They came unsealed and in their respective boxes, with the waybills attached to the sides . I was shocked that Makro, courier items in this manner and logged a complaint on the support line ***, to which I still haven’t received any sort of response. Call Log Ref No: 910 682.
On opening the boxes the following day, I found that one of the vacuum cleaners had a piece of its holding unit broken. I tried the call centre to report the incident and had to listen the voicemail of the operating hours which is to 6pm, but it was around 5pm when I made the call.
I e-mailed (Thursday 30 July 17:53) makro on-line support regarding the broken unit and received a response by one of the agents the following day (Friday 31 July 2020 1:20pm) which in summary stated they will make the necessary arrangements for the pick of the broken vacuum and delivery of the new vacuum and would revert once she received feedback.
A few minutes ago I received a call from the courier company informing me that they are on their way to pick up the broken item. I asked if they had the replacement and was told no. I did not allow the pick-up as I don't know what arrangements are in place. When did the "revert" happen?
I tried to call the ***and waited for an agent for just under 15 minutes, before the call was cut.
Whats going on here? Please don't blame Covid-19 for such unprofessional service.
The problem for such blas`e service, lies with management and accountability.
Its common sense that such items are fragile and if dropped will break. Furthermore the privacy of the purchaser is violated by allowing all those who handle the products to know what the customer has bought.
The fact that the apathetic service has repeated itself in different forms, to the same person for the same item speaks volumes of Makro's Management and handling of its customers.
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
Subsequent to my complaint on this platform, on the 3 August 2020, the damaged item was picked up yesterday.
I was last contacted via e-mail by Ashleigh Panday (Makro Hello Peter Team) asking me if the item can be picked up. I had a number of questions about the situation that had transpired and needed to be informed about the process to follow so I requested that he call me to discuss.
I just received a refund invoice via e-mail. I did not request for a refund. Why has this item been refunded. Was it not clear that I wanted the damaged item to be exchanged.
What is going on?
Subsequent to my complaint on this platform, on the 3 August 2020, the damaged item was picked up yesterday.
I was last contacted via e-mail by Ashleigh Panday (Makro Hello Peter Team) asking me if the item can be picked up. I had a number of questions about the situation that had transpired and needed to be informed about the process to follow so I requested that he call me to discuss.
I just received a refund invoice via e-mail. I did not request for a refund. Why has this item been refunded. Was it not clear that I wanted the damaged item to be exchanged.
What is going on?