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YP
Yagambaram P

1 reviews | Active since Mar 2017

06 Apr 2021, 10:40

Shockingly poor customer service - Unresolved

Timeline of events. 1. Placed online order on 25 March 2021 with instant EFT payment. Received confirmation sms for payment of R1799.00 with order number MAK*** 2. Online enquiry reflected awaiting payment. 3. Called customer care on 26 March and spoke to a Doctor Moyo who asked to furnish proof of payment and provided a reference number ***. 4. Contacted ABSA internet banking for the info which was sent thru to customer care. 5. Doctor Moyo informed me that he will forward to Finance and get back to me. 6. He never did. 7. Called again and spoke to a lady whoo then indicated that I must send the bank statement which I did. 8. Called again and was transferred to Doctor Moyo since he was handling the case and was told that documents submitted was not accepted. He then said that I should go to a branch of ABSA to obtain proof of payment which I thereafter emailed it to customer care. 9. Couple hours later (29 March) Doctor Moyo called advising that he received the document and he would forward to Finance for allocation and promised to revert to me which he never did. 10. Called again and a lady advised that she had tracked it and that someone from Finance would call to resolve. 11. To date no one has come back to me. Case still not resolved and Makro is sitting with my money in their account.

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Replies (4)
Makro
Makro's reply06 Apr 2021, 11:01
Official
Good morning  Yagambaram,

 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
YP
Yagambaram P's update14 Apr 2021, 14:08
Reviewer Update
I responded to their response on the 12 April 2021, although they promised to resolve this, they have not even responded to my email nor did they resolve this matter up to date. Perhaps it's just a media thing to show the consumers they are attending to the problem. But to the contrary they have not. Why would it take over three weeks to allocate an EFT payment providing proof of transfer into Makro's Standard Bank account.
Makro
Makro's reply14 Apr 2021, 16:48
Official
Good afternoon Yagambaram,

Thank you for your review.

We sincerely apologize for not getting back to you in a timely manner.

An update will be provided to you via email shortly.

Again, we sincerely apologize for the delay and inconvenience.

Warm regards,
Makro Hellopeter Team
YP
Yagambaram P's update21 Apr 2021, 10:07
Reviewer Update
Finally I received the Samsung Microwave oven yesterday (21 April 2021) after almost a month to resolve what was a simple matter to allocate payment to my order. It reflects poorly on the staff and hope that management provides adequate and advance training to provide fast and efficient service to the customers. Other online shopping stores such as Dash (woolies), Bottles (Pick n Pay) , Sixty60 (Checkers) customer service response is within an hour via sms, app and cell communication. Makro could certainly learn from these stores.