Company cares about the profit they make and don't care about training staff on customer service.
Leroy Merlin came to SA and Changed what service is in this country. I HOPE ANOTHER COMPANY COMES TO SA WITH THE MAKRO BUSINESS MODEL TO TEACH THEM WHAT CUSTOMER SERVICE IS.
Placed online order with instant eft payment on 25 March 2021. Received SMS confirmation of payment. Contacted online customer care why order MAK2978670 was still pending payment. A Doctor Moyo requested a proof of payment be sent to the email address he sent.He provided a ref no of 1473912. I requested Absa internet service to provide same n sent to him. Was not happy n requested I go to the absa branch n request one which I did and sent to him. He called n acknowledged receipt n said its escalated to fi ance dept for escalation n promised to provide feedback. He never did. Every week I followed up and explained to each one of the advisors holding on for over 10 min providing the same info that its escalated to finance and they will call to resolve it. Yesterday again I enquired and Francinah did the same n said that finance will resolve yesterday if not today. I checked online now n find the order cancelled. What a pathetic and poor service provided by the staff. Most importantly is that my money is in your account. Since the order was not finalized by the staff n was canceled then the money should be refunded back to me. Extremely very poor reflection and service by the customer service staff. I want a speedy resolution to the refund if you cannot provide the product.
The worst online shopping experience ever. Stay away. Delivered faulty goods, then a battle to get your refund.
Update: even though Makro replied to this post asking me to email my details which I did, they have still not responded...
Alberton branch.
Messing with people by selling dishwashers you don't have stock off. Then trying to bull your way out, suggesting take a demo unit thats clearly broken.
Why?
Neat, clean and well managed office block. Security always well equipped to assist.
Strict measures for Covid19 screening,a lot of parking area too
they do no getting any stars from me. This is bad customer service!!!!!
Pietermaritzburg store. Till operator nor the two staff at the exit made any effort to great us.
Not a memorable shopping experience experience.
Be very careful when buying from makro because they will not honor guarantees or their 14 day returns policy. They say that they follow the consumer protection act on their site but they don't.
We received a damaged fridge and took it back the next day but they refused to chnage it citing a policy that if you collect it yourself, all guarantees become null and void. There's no such policy written anywhere and goes against the consumer protection act. They were very rude and dismissive too. There were other customers there who were within warranty period and were also refused that were also complaining. We then contacted the head office and they were very nice at first but then stopped replying and ignored us after that first message, and when we finally got through to them, they also refused.
We then contacted the manufacturer who was very very helpful and supportive and they said that we must go back and makro must change the defective product. We went back but they were very rude and refused again. At this time we were contemplating legal avenues since the consumer protection act was on our side. It was a very stressful 2 weeks.
Thankfully the manufacturer was on our side and fighting for us the entire time. They eventually got back to us and said that they fought with makro and that makro HAS to refund or exchange the product. We were expecting makro to refuse yet again. So we went back and, not surprisingly, there was another customer there with a defective product who was also refused. Our turn came and they phoned the manufacturer at returns, and after the call, they gave us a credit note and the item was finally exchanged. That other customer seemed salty that we were helped and they weren't, little did he know how much we had to go through. I was contemplating writing this review since we did eventually get a replacement. Then i remembered how rude makro were and that they never ever would have helped us if the manufacturer hadn't stepped in and fought for us. We also went through a tough and stressful time thanks to makro just to get our replacement. Be ready to fight tooth and nail when it comes to post sales service. To quote what another disgruntled customer at returns said, " makro are happy and helpful to take our money, but are rude and dismissive when it comes to helping us afterwards".
massmart.co.za
