Hellopeter
Share Your Experience
MP
Michael P

1 reviews | Active since Jul 2010

23 Dec 2024, 12:49

Shockingly Poor Service from Makro Online – Unfulfilled Promises and Zero Accountability

I am utterly disappointed with Makro’s online customer service and delivery process. I ordered two Penna furniture ***3 Engineered Wood Living Room Chairs (Finish Colour - Cream, Pre-assembled, Product ID: LRCH697ZDURFHJYY) on 7 December, with a promised delivery date of 19 December. These chairs were meant to be Christmas gifts, yet as of 21 December, they are nowhere to be seen.

I have contacted Makro’s customer service five times (Reference Number: ***), and each time, I was given the same tired response: “The complaint will be escalated.” It’s now glaringly obvious that “escalated” is just a meaningless term at Makro because absolutely nothing has been done. The chairs haven’t even left the store, and no one seems remotely concerned about rectifying this situation.

This kind of service is beyond unacceptable. Makro is a leading retailer, yet it’s shocking how little they care about meeting commitments or keeping customers informed. The lack of urgency and accountability is infuriating, especially during the holiday season when timely deliveries are crucial.

Makro, here’s what I demand:

Immediate expedited delivery of the chairs with a confirmed arrival date. A formal apology acknowledging your failure to deliver on your promises. Compensation for the inconvenience and stress caused by your negligence. If Makro cannot resolve this issue immediately, I will not hesitate to escalate this further, and I strongly advise others to think twice before ordering online from Makro. This experience has been an absolute nightmare, and your reputation is quickly losing credibility.

Makro, it’s time to step up and take responsibility.

0
Replies (1)
MP
Michael P's update03 Jan 2025, 13:53
Reviewer Update
Dear Makro National Contact Centre,
Your response on Hellopeter is as disappointing as the service I’ve received throughout this entire ordeal. The fact that you refer to my situation as an “inconvenience” demonstrates just how disconnected your company is from the frustration and financial impact caused by your ongoing incompetence.
It has now been nearly a month since I made my purchase on 7 December. Not only have I not received the chairs I ordered, but I am also still waiting for my refund. This delay is inexcusable, particularly when the same chairs remain available for purchase on your website. Is this a deliberate strategy to hold onto customers’ money and improve your cash flow at our expense? Because that’s exactly what it looks like.
Your admission that Makro cannot offer any further compensation is not only insulting but also reveals a complete lack of accountability for your failure to deliver what was promised. What exactly are you doing to address the systemic issues in your customer service and delivery processes? Platitudes and empty assurances do not fix the problem, nor do they restore trust in your brand.
This situation is unacceptable, and I demand immediate action:
  1. A full and immediate refund of my money, including proof of the refund being processed.
  2. An explanation of why my order has been mishandled for so long while the product remains available online.
  3. A clear outline of how you plan to rectify this pattern of poor service to prevent other customers from enduring the same experience.
I am deeply dissatisfied with how Makro has handled this situation. If this issue is not resolved within 48 hours, I will escalate this matter to consumer protection authorities and take further action to ensure others are made aware of your business practices.
Your lack of urgency and responsibility is appalling, and it’s clear that Makro has a long way to go before it can claim to “take pride in providing exceptional service.” Prove me wrong.
Sincerely,
Michael Partis