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Anita S

1 reviews | Active since Apr 2017

08 Jun 2018, 09:40

Terrible service time and time again

We have had too many issues with ordering online from Makro and waiting for refunds (for up to a month) every month, because online it shows you have stock on something when you don’t.)

Raymond Browne from the Silver Lakes branch then suggested that I send a manual order directly to the store, to Brian Koopedi, for them to check stock for me first, before we do the payment.

After getting the quote wrong a few times the proforma invoice was sent to us (this took a full day for me to sort out). We sent our driver to collect and the order was wrong. We sent our driver to exchange the wrong items and still they owe us some items. The invoices don't add up. Just causing me more and more frustration and work from my side. In the last year ordering from Makro has been an absolute nightmare and I really hoped that dealing directly with the store things would run smoother. I have spent hours on the phone with them over this time, every time having to sort out their mistakes.

I believe it is time there is a change in customer service or we will take our business elsewhere. I am quite fed up!

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Replies (2)
AS
Anita S's update11 Jun 2018, 15:33
Reviewer Update
Brenda Mahome was here to sort out our order on Friday. I had to explain everything to her again as she had done nothing (or knew nothing) regarding the issues with the invoicing, and hadn't brought our outstanding items. She arrived today with the rest of the things we ordered, but the invoice is still wrong. She says she just asked Brian Koopedi (the one who made all the mistakes to begin with) to fix the paperwork, and didn't even check it before she came! So much for taking the responsibility on herself, as she said in her e-mail! Now she's gone back to the office to "sort out" the invoice again. It is very simple. I even gave her the correct proforma invoice and said the invoice should reflect that exactly, because that is what we paid. She also said that this will now only be done tomorrow, and she didn't look like she understood at all what was wrong on the invoice (prices had changed and almost R1000 difference). So, in conclusion, ordering directly from the store brings on even more issues than ordering online. I hope to someday get this invoice from them that is correct, and then to never have to deal with them again!
Makro
Makro's reply12 Jun 2018, 08:35
Official

Thank you for alerting us on your complaint. Kindly be advised that your complaint has been escalated to the relevant team who will be in contact with you.

Regards

Mbali Makhanya

Best regards,