No fan of this shoddy service

I ORDERED two ceiling fans online on December 2 last year. This order was placed timeously. I received two globes a few days later.

After numerous phone calls, emails, promises and reassurances nothing happened. I was offered a R200 gift voucher for my frustration, but nothing happened. I am still waiting for this! Only one staff member, Precious Motha, a customer service consultant, bothered to give me regular updates.

I am so impressed with her excellent service and attitude. She went above and beyond and should certainly be promoted to a managerial position where she can teach the so-called managers what client relations and service is all about.

Finally, my fans arrived on January 16. This is totally unacceptable! I will never order from Makro again nor recommend that anyone else do it. Colleen Moura

Massmart responds: “Thank you for drawing this incident to our attention. We are sorry for the initial error and would like to express our bona fides by re-sending Ms Moura a R250 voucher. Our investigation into this matter revealed a number of important facts. We can confirm that we received a complaint from Ms Moura on December 20 due to an incorrect item being dispatched to her on December 5 for an order that was placed on December 2. She subsequently advised that the item was incorrect, and Makro immediately contacted the supplier, who indicated that their offices were closed for the festive period. In an effort to address her concerns, we offered a full refund plus a R250 Makro voucher for the inconvenience caused, which she declined, opting to wait for the supplier to re-open. The correct item was delivered three days after the supplier re-opened. We will contact Ms Moura directly and give her the voucher as a gesture of goodwill.”