VERY BAD EXPERIENCE FROM MAKRO

Dear Makro,

I am writing to express my extreme dissatisfaction with the service I have received regarding my recent online purchase.

This morning, before 6:00 AM, I purchased a scooter for my granddaughter’s birthday, which is on Sunday, 8th September. I made the payment around 5:30 AM and promptly received a confirmation email stating that delivery would take between 2 to 5 working days. Given this timeframe, even in the worst-case scenario, I expected to receive the scooter by Saturday, 7th September, which would have been perfect for her birthday on Sunday.

However, I was disheartened to receive an email later stating that my order, while packed and ready for courier collection, will only be delivered on Monday, 9th September—after her birthday. This means that my granddaughter will not receive her gift from her grandmother on her special day, which is extremely disappointing.

To address this, I called Makro's customer service and spoke with a representative named Smalo. Unfortunately, this interaction only added to my frustration. Smalo was not only unhelpful but also very dismissive and rude. She interrupted me constantly, insisting that I listen to her explanation of how deliveries work, rather than addressing my concern or showing any empathy for my situation. When I asked if there was any possibility of receiving the scooter earlier, even offering to pick it up myself, she simply told me I could cancel the order if I wanted to. At no point did she acknowledge my disappointment or offer to find a solution.

It is deeply concerning that a company as large as Makro displays such a lack of empathy and customer care. This experience has left me feeling undervalued as a customer, and I am heartbroken that my granddaughter will not receive her birthday present from me on time.

I had expected better service from Makro, and this experience has severely damaged my trust in your company. I will not be supporting Makro again in the future, and I will make sure to share this disappointing experience with others.

Sincerely, Caren Combrink TEL *** Order Number: MAK***