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FS
Frederick S

1 reviews | Active since Dec 2014

11 Sept 2023, 21:22

We will escalate, we promise!

Horrible, empty promises and not even an attempt to resolve this matter from your side! I am kept online for 30 minutes, 16 minutes,26 minutes, 18 minutes, 5 minutes, 6 minutes etc every time and still no end to this suffering experience of disappointing service. We bought a couch on 13 August 2023 with Makro online - we emphasized we are moving in 2 weeks, and we cannot have any issues with this. We received the couch on the 22nd of August. Immediately saw it was damaged and tried logging the return and took photos. We struggled the whole night trying this and the system would not allow a return. 23 August, we phoned and emailed again, and was said system wasn't updated that it have not even been delivered - reason why we could not log a return. Makro consultant said she logged the return on her side, and we will be contacted to arrange the pick-up - this still has not happened. We emailed and phone makro again and again - each time a different consultant saying we are so sorry for the inconvenience - we will escalate we promise. The return was EVENTUALLY logged on the 31ste of August after NUMEROUS phone calls and wasted airtime and effort on our behalf. NEVER even once we received any feedback from Makro out of their own - we have to still today phone them for updates. After numerous phone calls every day - on the 6th of September Makro confirmed that the supplier will pick up the couch on the 7th of September, and we are still waiting for it to be picked up - it is the 11th of September now.

YOUR POLICY states that items will be collected within 10 working days. It is WAAY past that.

We have to hand in the keys of the house we rented on Wednesday this week and now the stupid damaged couch is our problem now to move around as we moved to an address from which you will not be able to pick it up. This was communicated to your *********** consultants. Mbali is the one we talked to first. She even promised me after the 100th phone call that a MANAGER will phone me back. I am still waiting for a manager to phone me.

The concusltant kept saying it will be picked up and none could confirm when or what time.... do you think we should just sit at home counting our toes and hope and pray the next phone call will be the guys picking up the couch??? I kept asking them for a number for their "supplier" who was supposedly picking the couch up, or the driver's number to arrange a date and time, as we need to arrange with work to be at home when they are picking it up. They kept saying they don't have numbers. Seriously??? In 2023 the drivers don't have cellphones?? Do you think me stupid??? That's what you think of your customers, I see. They can only ESCALATE it.... this is what customer service has come to.... the lowest of the low.

Is this how Makro and Massmart does business?? I want this to be fixed TOMORROW!!! Tuesday 12 September 2023. With a formal WRITTEN apology for all my time and money and frustration spent on your *********** and utterly useless consultants. They feel nothing for customers, absolutely nothing.

My wife called Cape Gate Makro store today and was transferred to a female manager on the online store side and was promised she will call her back. Again empty promises.

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Replies (6)
FS
Frederick S's update12 Sept 2023, 09:50
Reviewer Update
Good morning Makro Hellopeter team,

I received 2 missed calls from *** but I am in a social compliance audit and was busy with the opening meeting and could not attend to the call.
I tried phoning back but the consultant could not tell me whom it was that phoned but supposedly made a note on the "platform".



FS
Frederick S's update12 Sept 2023, 09:58
Reviewer Update
Call to my wife: *** - The managers are supposedly busy. This may be a valid excuse as I do not know what their schedule is like today, however with a complaint like this it is an unacceptable excuse for the relevant management to be too busy to attend to this immediately.
Again, we as clients are not important enough to attend to immediately. This is what such a response tells me.
FS
Frederick S's update12 Sept 2023, 15:19
Reviewer Update
Makro, it is already 15:17 and no manager has phoned, only David. He has phoned and emailed and even said that he is trying to organise the item to be picked up before the end of business today. It seems there is more empty promises happening? No confirmation or definite arrangements have been made with us yet. Even after the apologetic phone calls and email. It is still up to us to follow up with Makro. How pathetic is this? So I take it the managers whom ever they are STILL too busy to talk to disgruntled customers. I mean why care about your customers????
FS
Frederick S's update12 Sept 2023, 16:20
Reviewer Update
Makro, it is an hour later and we still have had no feedback. Nothing from a manager yet. EOB is soon be here.
FS
Frederick S's update12 Sept 2023, 16:26
Reviewer Update
David - you supposedly emailed the supplier around 10:15am requesting information or update on the pick-up for our refund. hours later my wife had to phone you for an update and you could not provide any update as you emailed them and they have not rep****. Did you even think about picking up the phone and contacting them directly?? It is urgent and Makro still waits for emails to be rep**** to as if there is no rush to this.. AGAIN you prove yourself *********** at customer service Makro!!!!! I am absolutely stunned, shocked - not surprised but blown away on how horrible this service has turned out. Are there even any managers on-site reading these complaints and concerns? Where do our complaints get "ESCALATED" too? Seriously people ***.
FS
Frederick S's update18 Sept 2023, 15:15
Reviewer Update
The item was picked up - at last. Although we expressly said that the courier need to provide us with notice before they are picking up - at least an estimated time: They still only phoned when they were standing in front of the estates gate...... that we don't live in any more and had to immediately make an arrangement to leave work suddenly to accommodate them. Funny how we as clients have to keep on accommodating you and couriers, isn't it... I am pretty sure it should be the other way around. It took from logging the return - from our side 23 August till 13 September 2023 for you to pick up your damaged item. We received an email stating that the refund should be processed within the next few days. What does your policy state is the turn around time for a return normally? Might be time for you to update your risk assessment regarding the returns, customer service, process improvement runs etc. Retrain your consultants on what escalation is and what your return policy say regarding the number of days it should take. Still unhappy about how you treated this Makro - still have had NO manager / senior management phone me or received an official makro stamped apology from senior management. So still not leaving it now that we see the end of it. I will keep it alive until you realise how much of an inconvenience this was for us. Your poor service created a stressful, unwanted, depressing sincerely a general negative experience.