Terrible Customer service Experience - Consumer Complaint for MAKRO - Head Office



SENDER
Rushay
I called in this morning on the 0860 300 999 number but was cut off twice. I then tried the what's app option but it's not very interactive for complaints. I however sent through my complaint with pics but had no positive urgent feedback. I called in again and got through to Norma. That call was probably around 9:45 and I called from 0817065426. Please go and listen to that call before contacting me to understand why I'm upset. She even said I can go to social media if I like. No customer skills. No empathy. Started giving me attitude and stories instead of showing empathy and calming me down or apologizing for my experience thus far. I opened a can of First value mixed veg that was off and had an awful smell. I bought a case maybe 2 to 3 months ago if I'm not mistaken. I cant remember which store exactly I bought it from but its probably Silver Lakes, Centurion or Pretoria North. The one over the mountain. The expiry date on the cans is 2023 and production date is April 2020. I really wanted to bring it to the attention of Makro urgently so that you'll could ensure that the product is removed from the shelves if they are still on shelf. Too ensure that you can contain and resolve the matter asap in the best interest of all. Norma whole approach, attitude, tone and aura upset me even further and I asked to speak to her manager. After much regret, she put me on hold leaving me thinking that she was going to call her manager. After holding for about 5 mins plus I cut the call and called back. This time I got through to Talita. This call was around 10:00. Please listen to that call as well before calling me to understand my frustration. I really think that Makro needs to seriously review your Customer Care training processes. Talita showed no empathy, was rude and refused to let me speak to a manager as well. Eventually said that the manager was busy on another call and that I must go to the store. I could not understand why she could not take my number down and get the manager to call me back once he/she was available. She refused to give me a reference number for the call after asking her several times. She eventually took my number down to get the team leader or manager to call me which I'm still waiting for an hour and 15 minutes later. You must understand that I was upset because of my experience with the canned food being off and I was preparing breakfast for my wife and daughter. The smell from it almost made me throw up. I opened 2 cans just to mention. The first one was fine, the second was the problem. That's how I definitely know that it was off and had the most awful smell. Please send someone to my house now if possible to view and collect as well. I live in Pretoria east. I will be truly grateful if someone from senior management could contact me asap to discuss the way forward. I would like to be notified of the process of examining the product if it's still on shelf and doing a QC in all stores for the same product. I would also like to be notified about the call centre processes and staff and how you are going to ensure that the next customer has a better experience than I did. First prize right now for me would be if a senior manager could listen to those calls and then jump in their car and drive out to my home to meet with me in person. I hope to hear from someone soon. If not and if Makro feels that there is no sense of urgency and that this is not a serious matter, I will take the matter to the public via social media and by notifying the relevant food authorities. I leave this in your capable hands for now and hope and pray that we can resolve this amicably soon.

Kind regards
Rushay
084 880 2965
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COMPLAINT #8215 - Customer Service Issues
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