Unacceptable Service, Delayed Refund & No Access to Finance Department – Makro Order Placed 13 July

I am extremely disappointed with the service I have received from Makro regarding my recent order placed on 13 July.

At no point was I informed that the order could not be fulfilled. For the past two weeks, I have phoned numerous times, only to be told by call centre agents that the matter was “escalated to finance” – with no resolution or proper feedback.

What is even more unacceptable is that the call centre cannot put you through to the finance department or even provide a contact number. Apparently, they “communicate via tickets that are logged” – which leaves the customer with no way to follow up directly.

On more than four occasions, I have held on the line for over 45 minutes at a time, only to be given the same scripted response.

Now, after all this delay and lack of communication, I am told I will receive a refund – but that it will take up to 14 days to process. This is highly inconvenient and unacceptable.

I operate a guesthouse and urgently needed the items I ordered. Due to Makro’s failure to deliver and communicate appropriately, I have had to purchase the items elsewhere and cannot wait an additional two weeks for my funds.

I expect the refund to reflect in my account within 2 business days. If this does not happen, I will escalate this matter further to your Head Office Complaints Department, HelloPeter, and the Consumer Commission. This level of service is unacceptable and not in line with good business practice.

Makro – please handle this with the urgency it deserves.