I purchased an appliance (Dishwasher) from Makro on 24 June 2020 online. On 3 July 2020 my customer profile “Track your order” showed that the appliance was delivered. It had not been, I then called customer care on 4 July (13 minutes) I spoke to Zolani who investigated the matter and called me back 8 July 2020 at 17:54 to advise me that the dishwasher will be delivered that Friday 10 July 2020 and that she would personally follow up with call on that Friday to ensure that the dishwasher would indeed be delivered, neither of these promises where kept.
I then followed up with a call to customer care on 7 July 2020 twice (10 minutes) & (9 minutes) respectively with no help. I called on 8 July 4 times collectively 30 minutes, one of the call centre agents advised me to call the store directly Strubens Valley (as this is where the appliance is) because obviously it the call centre agents weren’t getting through to the store then it would make sense that I would. I called the store 4 times always being transferred to the incorrect department. I was then given a direct number that just rang continuously (tried that a few times). I called reception back and then asked to speak to the store manager and was told that they were in a meeting. I finally spoke to a Niren the Commercial Manger who assured me that he would investigate the matter get back to me in 30 minutes … this never happened!
I called customer care then on the 10th, 13th & 14th (collectively about 80 minutes being put on hold a lot) on these calls I spoke to a Nokwuanda and asked to speak to a manger as I was not getting any joy from the agents Sisiso her manager would call be back in 30 minutes… never happened, I spoke to a Khulekani and again manager would call me back … again never happened, it would seem that Makro’s customer care either does not have managers that supervise their staff or are unable, unwilling or just plainly uninterested in returning a customer’s call.
I then spoke to Moeketsi, who firstly refused to put me through to a manager and went as far as to say that there were no managers available, and assured me that he would take personal responsibility for my query and have it resolved, he did call me back only to tell me that he was unable to get hold of anyone at Strubens Valley to assist but he will keep trying and will definitely get back to me and have this matter resolved.
For those of you who have been counting that would be 18 working days since I place my order, and guess what still no delivery! I have never come across such blatant incompetence and inability to solve a query or such abysmal customer care treatment. It is obvious that Makro does not care about its customers or have the ability to run an adequate competent care service. The fact that the online system and the store dispatch are so purely managed and are unable to communicate efficiently and effectively is a testament to that. There is no follow up on queries to abstain that they have been resolved obviously no quality assurance department, even though I posted a complaint on Twitter, no feedback no response.
I called today 20 July 2020 and spoke to Tandeka and requested to speak to a manger … that was obviously not going to happen her manager was on training, she then found me a team leader Thembi because managers at Makro are non-existent, and asked for a refund again my wishes were ignored she would get to the bottom of it and call me back. She did finally get the Online store manager Lucky to finally call me and my appliance was finally delivered 21 June 2020.
This only took 4 weeks, 14 calls to Makro Customer Care, 6 calls to the Strubens Valley store and 2 tweets