Worst customer service from Makro Online team and Strubbens Valley Management

I made an online purchase on the 21st of October 2024. I received a message that some of my items were canceled, I then called the call center the same day to request a substitute instead of having those items canceled, and the consultant advised that she would send it through. Same time I sent an email with the same request, at 16:01, I received a reply from Thando Nyandeni advising that a replacement was not possible, I immediately called again and spoke to some lady to request for three items to be canceled as the order was not dispatched as yet and it made no sense to have those items as they were on special with others. The following day on Tuesday, I received a call from someone asking that I confirm what I stated in my email, I then explained to that lady again (so I explained one thing to three consultants already).

Wednesday, my order arrived and the items that I requested to be canceled were delivered. I called and spoke to a gentleman by the name of Melo at 17:31, who advised he would send an escalation to the store, I then requested email confirmation, which he advised he sent (even now that email has never arrived). 24 October 2024 at 17:52, I spoke to Snalo following up on my request as I received no feedback and have not received any reply to emails I have been sending. The funny thing, is I get emails where feedback is being requested from me about the products and service (lol), Snalo told me it takes 24-48 hours for an escalation, meaning that I will receive the email from Melo within that time frame (I was shocked to hear such a thing, but I let it go because I have no energy to dispute customer service processes because they are pathetic).

On Saturday around 12:59, I called again and spoke to Melo again, immediately when I told him I spoke to him, he asked for my reference and asked to put me on hold. Not sure what he was checking but that hold was unnecessary considering they do not call back once the call is ended. That call went on for over 12 minutes with this person constantly putting me on hold when I asked for information, it got to a point where I told him I wanted to speak to a team leader because I received no joy from all the people I spoke to. Listening to all call recordings makes me furious because Makro is taking advantage of customers.

When I asked Melo for the Team leader's details, he gave me the name of someone (Keith) but did not know the surname of the team leader. I was shocked. I asked how long he has been there he advised that it is only a couple of days (so this guy is reporting to someone but does not even know who they report to). I was then transferred to someone whose name is Claaor or something along those lines.

He called Strubbens Valley Manager and advised he would call on Monday once he receives feedback, never received a call from him but received a call from someone who was Gilbert around 11:08, who I explained to about what I needed from the store, etc. He advised he would arrange for someone to fetch the items. On Tuesday, the 29th of October, I received a call from Buhle who advised she is from Makro and is here to fetch my items.

No email confirmation or call from the store to confirm that the item was received, I sent an email again to ask but no reply. No refund was made, and no reply was received from MAKRO.

The online service is always the worst to work with and I hope you will improve it one day, I just don't want to share the call recordings on social media because it will embarrass the type of customer service you guys have. I need a reply ASAP!!!