Hellopeter
Share Your Experience
NN
Njunju N

1 reviews | Active since Oct 2024

01 Oct 2024, 10:52

Riversands Makro

I made an order online. Buying from Makro Riversands. I received an incomplete order. I called them on the day of the delivery, after receiving an incomplete order.

I was given a reference number. Promised a call or an email. I waited 96hrs for a response and got none. I called the switched board again to follow up on the reference number and query. I was told to wait another 48 - 72hrs. I waited and still nothing.

I asked to be transferred directly to the store. Upon being transferred, the call was dropped without anyone helping. I had to call the switchboard again to explain what had just happened.

I finally got the store number. I called and was transferred to delivery/dispatch department. I was promised a call after they check with the drivers and so forth. I never got the promised call. I had to call again after 48hrs and this time I couldn't talk to the dispatch guys

I started calling about this matter from the 11th to the 30th with no help. I spent over R300 on airtime trying to get items worth R250.

The experience has left a bitter taste in my mouth. To think I want to order from Makro in future. I hope I won't be connected to Riversands. Because they failed me.

0
Replies (17)
Makro
Makro's reply01 Oct 2024, 11:32
Official
Good day Njunju, 
 
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
 
We take all our customer requests seriously and assure you that this matter will be our priority.
 
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback.
 
We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
 
Please be advised that feedback will be provided.
 
Once again, we apologize for the inconvenience caused throughout your journey with us.
 
We hope you find the above in order.
 
Kind regards,
Makro Hello PeterTeam

Best regards,

NN
Njunju N's update01 Oct 2024, 11:44
Reviewer Update
Greetings

I look forward to swift action regarding my grievances and hopefully I will be reimbursed the money I spent on airtime. Which I shouldn't have, had I gotten my order as expected. Since I paid the money as quoted. 

Of course additionally, I should receive the product ordered or a refund in that regard. 

Kind Regards 
NN
Njunju N's update04 Oct 2024, 08:03
Reviewer Update
Greetings.

3 days later and still no communication from your end or the said store.

That will be 22 days of me trying to get what's rightfully mine. 

I guess I am left with no choice but to contact the CEO directly about this frustrating matter. 


Thanks 
Makro
Makro's reply06 Nov 2024, 14:58
Official
Hi Njunju, I'm sorry for the delay with your delivery, we see that matter has been attended to.

Best regards,

NN
Njunju N's update06 Nov 2024, 16:06
Reviewer Update
This wasn't a delivery issue. I am not expecting any delivery. I haven't been promised anything from Makro's end. Makro withheld my order, which paid for in full.

2 months later and still they can't offer a solution or reel in Makro Riversands. That's appalling and disgraceful for such a big brand.

What's the point of being in the e-commerce space, if customers won't get their orders timeously and complete? Why should a customer get a runaround and spend their own money, just to get what they paid for? That's appalling service.

Now I can't even trust Makro anymore. No matter if they have something reasonably priced or not.
Makro
Makro's reply07 Nov 2024, 09:54
Official
Hi, Njunju, sorry for the service you have received, was the matter resolved?

Best regards,

NN
Njunju N's update07 Nov 2024, 19:18
Reviewer Update
From the 11th September to date, my matter is unresolved. All I get is fruitless calls, without a resolution.

I am shocked to see how many reviewers rated makro lowly and still never received what is due to them.

Had I read reviews here first. I wouldn't have bothered placing an order with Makro. Because clearly they are used to mistreating customers.
NN
Njunju N's update07 Nov 2024, 19:22
Reviewer Update
From the 11th September to date, my matter is unresolved. All I get is fruitless calls, without a resolution.

I am shocked to see how many reviewers rated makro lowly and still never received what is due to them.

Had I read reviews here first. I wouldn't have bothered placing an order with Makro. Because clearly they are used to mistreating customers.
Makro
Makro's reply08 Nov 2024, 11:09
Official
Hi, Njunju, thanks for getting back to us, so your order was not delivered?

Best regards,

NN
Njunju N's update12 Nov 2024, 10:38
Reviewer Update
Was there one scheduled for delivery? I do not remember ever being promised a delivery and yet I paid in full
Makro
Makro's reply15 Nov 2024, 15:51
Official
Hi Njunju, 

Apologies for the delayed response. 
We wanted to let you know that we've taken the time to carefully look over your request and understand your situation. 
According to The Courier Guy, your order MAK*** has been successfully delivered. 
If there's anything more you need or if there are any other concerns you'd like us to address, please feel free to reach out to us at ***. 
Kind Regards

Makro Social Media

Best regards,

NN
Njunju N's update24 Nov 2024, 17:40
Reviewer Update
Successfully delivered doesn't mean items were all received with that delivery.

Ask the Guy from Courier Guy (Jan) If I didn't ask him more than thrice if that's the only Savanna he was assigned to deliver

I only received 12 savanna. The other 12 is missing. Now, arrange for the other 12 to be delivered or ask Riversands to return the money I paid.

Thanks
Makro
Makro's reply25 Nov 2024, 09:10
Official
Dear Njunju,
We hope this message finds you well. We want to sincerely apologize for the inconvenience you have experienced. We understand how frustrating this situation must be and deeply regret any trouble it has caused.
We have referred your query to the store for a thorough investigation regarding the missing items. Rest assured; we will update you as soon as we receive feedback. 
Your patience and understanding during this time mean a lot to us. If you have any further questions or need additional assistance, please do not hesitate to reach out.
Thank you for your continued trust in us. 

Regards, 
Makro Social Media Team 
Hello Peter Agent 
www.makro.co.za 
A division of MASSMART Holdings Limited 

Best regards,

NN
Njunju N's update25 Nov 2024, 09:29
Reviewer Update
Hahahahahahahaha

That sounded more like an automated message.

Anyway, I will wait for your update. We have been going in circles for over 2 months without any resolution

This tennis game has to reach a tie-break now.
Makro
Makro's reply26 Nov 2024, 08:42
Official
Dear Njunju,

We sincerely apologize for the tedious service you have experienced. We understand how frustrating this must be and regret any inconvenience caused.
Please be assured that we are actively following up on your request. We've contacted the store to advise them on the situation and a store representative advised they will get in contact with you regarding the matter. Should you not receive any information please do not hesitate to contact us. 
Thank you for your patience and understanding.

Regards, 
Makro Social Media Team 
Hello Peter Agent 
www.makro.co.za 
A division of MASSMART Holdings Limited 

Best regards,

Makro
Makro's reply26 Nov 2024, 11:38
Official
Hi Njuju, 

Thank you for getting back to us. 

To assist with following up and getting immediate updates on the matter. Kindly contact the store as they will provide more information regarding the situation. 

River sands: *** / ***

Please note do not select any options upon calling the store, kindly hold the line until a representative respond. 

Thank you for your patience and understanding.

Regards, 
Makro Social Media Team 
Hello Peter Agent 
www.makro.co.za 
A division of MASSMART Holdings Limited 

Best regards,

NN
Njunju N's update27 Feb 2025, 11:38
Reviewer Update
I was promised a refund would reflect in my account within a week. It has been 5 months now and still nothing.

I won't let this go, until I get what is due to me.