The fridge that was taken out of stock and delivered to me was not the same as the fridge i actually pointed out to the salesman. It was difficult to spot the difference on observation, so i only saw after i had received delivery and had completely unpacked the fridge.
I returned to Macro the next day fully expecting to have to fight for my rights.
However, i must commend Clive May and Makro (Cape Gate) in general for following both the letter and spirit of good customer service. Immediate recognition of the mistake, and quick efficient resolution of the problem, with delivery of the correct fridge the next day.
Although, this is no more than is expected by a customer, it is still important to commend businesses and people that really get this right (both in attitude and action).
As i see it, (occasional) mistakes do happen, BUT, what is important is HOW the mistakes are addressed. This is what really drives my perception of a companies attitude to customers. So well done to Clive May and Makro in this case.
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