SUBMIT A COMPLAINT

[Resolved] Makro Onlinecollection complaint at makro ottery

5
S Aug 04, 2018

Date: 4 August 2018 Time: 12:36
Client No.: [protected]

COMPLAINT:
i placed an order online on tuesday which was paid for on the same day. the eft payment was done absa to absa so payment should have reflected the next morning latest. on thursday morning around 09:00, i called to confirm collection but the payment was not yet processed hence my order was not ready for collection.
i mentioned that i am in the area around 13:00 and if they can please fast track this as i needed the goods urgently. after another 2 or 3 calls, my order was still not ready for collection at 12:43. there was no feedback the rest of the day or friday.
i called this morning at 09:02 to check if my order was ready for collection to which it was and only received notification thereof 14 minutes later.

i got the store around 12:36 where i waited another 15min to be helped and another 10min for my order to be prepared. being an online order for collection, one would expect this to be ready before-hand where it can be a simple pick-up process. this was clearly not the case.

RECOMMENDATION:
please ensure all online orders are ready for collection first thing and does not still have to be fetched off the shelf. regarding the waiting to be helped, staff need to be considerate that a customer cannot wait longer than 3 minutes to be served and provide the quickest turnaround time.

FEEDBACK:
please confirm receipt of complaint via email address provided.

kind regards

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

  • Makro Online Customer Care's Response · Sep 03, 2019

    Greetings,

    Thank you for bringing this matter to our attention.

    Kindly accept our sincerest apologies for the inconvenience this has caused you and the delayed response. Please advise if this matter has been resolved so that if not, we can offer you further assistance in this regard.

    Looking forward to your response.

    Kind Regards,
    Makro Complaints Board Team

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