WORST CUSTOMER SERVICE EVER

The absolute WORST CUSTOMER SERVICE ever!

I wish I even had the words to accurately express my profound disappointment and subsequent anger in dealing with Makro.

This experience has been by far THE WORST CUSTOMER SERVICE I have ever encountered ANYWHERE!!

I place an online order for an ESSENTIAL ITEM (so lockdown not an excuse in case you are wanting to throw that back at me). This order was placed an paid for on the 22nd of May.

I waited and waited and waited and heard nothing from Makro, received nothing from Makro.

I THEN HAD TO CALL MAKRO to ask what was going on. (This was on the 26th of May). This call took 37min before it was actually answered and once it was the phone was put down in my ear. I HAD TO CALL AGAIN AND WAIT A FURTHER 20min to get through to someone else.

The first consultant I spoke to said, not to worry that my order was on the way to the COURIERS and will be delivered to me by that Friday (29th May) if not latest the following Monday (1st June). Needless to say, that didn’t happen. Guess what, I then had to call Makro again. I called on Tuesday the 2nd of June. I was told some other story about having to wait a bit longer.

By the 8th of June (WHEN I AGAIN HAD TO PHONE – WAITING 30+ minutes on the phone) I was informed that my order was not processed as there was no stock available! I then immediately CANCELLED the order and requested a full refund. I was informed I would RECEIVE MY REFUND within anything from date of cancellation to 14 working days.

Low and behold, would you not know that on Friday the 12th someone from Makro called me to inform me that they are so sorry but my order can’t be fulfilled as there is no stock. This now 5 days after I had already cancelled my order and requested a refund. This told me clearly that the person I spoke to on Monday the 8th DID NOT CANCEL the order as I had requested. Would you not believe that on Friday the 12th, I received x3 calls from staff informing that the item is out of stock. By the third call I was livid having told all of them the same thing, that I had cancelled the order 5 days earlier and was in fact awaiting the full refund.

I phoned Makro AGAIN on the 18th of June in the hopes of an update as to my refund. I was then told my order was only cancelled on the 12th of June, confirming that my request on the 8th was not actioned.

It is the 23rd of June today, a month since I first placed the order. I phones again this morning. After being on the phone for 32min asking the matter to be escalated and to speak to a manager, the phone was put down in my ear.

What am I suppose to do to get service from Makro?

Must I assume Makro is unwilling to refund me? In such a case, I would have to seek legal advice. Is that the route I now have to take to resolve this?

I’d like to add that in my search for contact information, I came across HUNDREDS of similar complaints for other people, all stating that Makro has the most horrific customer service and that none of them, nor myself, will EVER support Makro again. You can be assured I am submitting this to Hello Peter as well as informing all my colleagues, friends and family of my experience so they can be prepared for what they are walking into should they still choose to purchase ANYTHING from Makro.