They just don't care

Dear Makro,

Buying from you via your online services has undoubtedly been the worst customer experience I have had to go through. I mean, this is really, really bad. How does something get to this level? My annoyance with you is not so much about you not delivering my order in the time period you said you would (which is annoying on its own). Rather what’s really infuriating me is that you just don’t seem to care. //

On four occasions I have contacted you now, each and every time you continue to make false promises about my delivery with the similar, "Sorry for the inconvenience caused, we promise we will deliver tomorrow" line, yet nothing comes of that. And what even makes it worse is you don’t even send an apology sms/email saying "sorry, we could not deliver today as promised". Nothing at all. //

Makro, it will be much, much better if you just sent us all an email, stating what the real problem is, and when actual delivery dates will be. Yes, will still be annoyed with you, but at least you will be showing us that you respect our time as customers. Rather than us wasting our time (and airtime) calling you, rather than us seeming disorganised as we cancel plans with friends, family, work to accommodate a false delivery (which I have had to do more than twice now), why don't you just sit down, assess the situation and give us the correct information. //

Because of this I really don't think you care about your customers at all. A part of me thinks you knew this was going to happen and you just didn't care as long as you made your money. I do hope you change your ways. //

On a personal note, I have been so dumbfounded/shocked with this experience that I don’t think I will ever use your online service again…But knowing you, you probably don’t care, as long as you can fool enough people again next year. I really do hope you change your ways. //

As a reference (for those interested) below is a summary of my experience ordering a washing machine from Makro online in November’s black Friday. // Wednesday 27 Nov 2019 - at 7:00am was up to order a washing machine during the black Friday sale. The reason I woke up early to order it was because I really hoped if I was one of the first to purchase, my order might be among the first to be delivered. When I purchase the washing machine, the estimated delivery time said 2 -5 days (as they hadn’t yet updated their website- just to give you an idea of how early I was). Eventually they did update their website stating black Friday deliveries will take 7-10 days, which was a bit annoying, but understood why. //

Friday 6 Dec 2019 - 7 working days have past, still no delivery. Getting a bit agitated, because I need this before Friday the 13th (the following week). Gave makro a call to get an update, and I was assured it will arrive on Monday the 9th of Dec…this was the 1st lie. //

Monday 9 Dec 2019 - No delivery, or sms. A bit annoyed because have had to change plans to accommodate this delivery but chose to be patient with them as it was still in the 7 - 10 days they promised. //

Wednesday 11 Dec 2019 - Still no delivery or sms. Now I’m getting quite agitated. Called makro in the morning, just to confirm if my order is coming on the day (was now 10 days). Again, I am assured 'definitely today, latest tomorrow'. I explain that this is what they said on Friday, but nothing came, asking them to confirm it will come when they say. “definitely” they said…this was the 2nd lie…Nothing came on Wednesday. //

Thursday 12 Dec 2019 - Receive a call from makro. I think this is my delivery finally on the way (as they promised), but nope, they had to lie again. This time they promise to deliver tomorrow. I try ascertain a time they will come so I can better plan my day, but they just say be available the whole day, so a clear up my schedule to accommodate this delivery, having told them my back story and asking them to assure me that they will come...this was the 3rd lie. No one came on the Friday. //

Friday 13 Dec 2019 - No sms/no delivery. Day has been wasted waiting for Makro. Infuriated I call Makro, asking for an explanation...no answer to my questions, just the programmed response “we are sorry for the inconvenience caused…”. I asked to speak to someone who can resolve this. After waiting an hour on the phone, I get feedback that the general manager of Makro Riversands (that is supposed to fulfil my delivery) has heard my query and they will call me back in a hours’ time to update me on what’s happening. I am reluctant to this, and asked to speak to them now, but to no avail, only false promise after promise saying they will call me back in an hour. I actually remember the lady, Khakuzi saying "I promise, they will definitely call and update you" …this was the 4th lie. No one ever called. //

Monday 16 Dec 2019 - Receive a call from Makro asking it I have received my delivery (as if they can’t check). I say no, and once again promise is made, definitely tomorrow. They will call you in the morning…this was the 5th lie. Tuesday came and went no call/sms. //

5 times now, makro has **** to me...with no apology at all for each of those times and I still don’t have my order. That’s’ the sad situation I am in.