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1.3

I had my eye on a Meprolight m21 optic and had a Mako-specific discount code. On Dec 2, I discovered Mako had a 30% off Black Friday sale plus free shipping and tried to order it on the website.

I could add it to my cart, but every time I attempted checkout, the site deleted my payment information and generated an error stating I hadn't entered required payment information. I tried on two different internet browsers, three different computers, and two different credit cards. That should have been my first clue. Since it was after business hours on a Friday, I emailed tech support and followed up with a phone call on 5 Dec.

Naturally, when I tried to place the order again on Monday, the 30% off promotion code was no longer valid, despite the enormous "30% off and FREE shipping" banner still splashed across the website. I spoke with Robert Gingo, dual-titled as both customer service and tech support. He was actually helpful. He reported an ongoing website glitch, placed the order over the phone, honored the 30% discount, and sent an immediate email confirmation.

All seemed right with the world. And then... crickets. The purchase appeared as a pending charge on my credit card and just sat there.

There was no follow up of any kind - no shipping confirmation, no tracking number, no "we're sorry, it's backordered" notice, nothing. Then on 9 Dec, the pending charge vanished. I called the so-called customer service line but couldn't reach a live person so I left a message. I tried again on 12 December.

The website 30% discount banner had been replaced with a disclaimer reporting an unexpectedly large response to the Black Friday promotion. As such, all order status inquiries were to be directed via email to the customer service manager. Repeat telephone calls were dumped into an automated message cue reported operators were "dutifully filling orders" and "too busy" to handle incoming calls. I left voicemail messages on two separate extensions and emailed both the customer service manager and the original associate who placed the order.

More crickets. In the meantime, I found the same item on Opticsplanet.com with a similar promotion which yielded a price of about ten dollars more than Mako. I added it to the cart and waited. More emails and telephone calls went unanswered.

Late in the day on 13 Dec, Mr. Gingo actually answered his phone. He assured me the order was processing, ready to be "picked," and should be shipped in "the next few days." He promised an email and tracking information upon shipping, but would not specify a timeline beyond "a few days." I placed the Optics Planet order the same afternoon. They shipped it less than 12 hours later.

Today, (14 Dec) I again waded through the "we're too busy" message cue and somehow landed an unidentified employee on the other end of the phone. She didn't give her name. I asked to cancel my order whereupon her demeanor changed dramatically. Between the sighs and disgusted tone, she asked why I wanted to cancel.

I explained that I had purchased the optic elsewhere, primarily due to Mako's ineptitude. She demanded an order number, which I provided. The associate informed me that my order number was invalid. I found this rather interesting, since I was reading it from the PDF order confirmation Mako sent me.

She argued with me until she lost patience, and after a melodramatic "fine," she put me on hold. When she returned, she advised that the employee who actually cancels orders was already on another line and could not process the transaction. She collected contact information (which I would expect to be linked to the order number, but that's just me) and assured the customer service manager would return my call. She wasn't happy when I insisted on a direct contact number for said manager, but she did provide one.

And more crickets. I tracked the manager down by phone later this afternoon. She assured me the cancellation request was underway, but if would be 48-72 hours before my credit card charges would be reversed. Since my card was never charged, I requested an email confirmation.

Naturally, the manager couldn't do this. Another employee had to process the cancellation, and he was out of the office today. The manager promised an email confirmation from this mysterious underling sometime tomorrow (15 Dec). I'm not holding my breath.

I'm seriously considering a pre-emptive stop payment with my credit card company, just in case. Never have I encountered a company that required 9 days to process an order for an in-stock item. With one exception, the employees who did answer their phones were rude and far from helpful. The company ignored multiple emails and telephone messages alike.

Order follow-up/correspondence was non-existent, which I suppose is on par with the ***-poor customer service. Do yourself a favor. Deal with a reputable site like OpticsPlanet, Midway, Cheaper Than Dirt, or Amazon.

Don't waste your time with Mako. You might pay a little more but at least you'll receive your purchase before the next appearance of Halley's Comet.

Reason of review: Order processing issue.

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As a follow up, on 29 December I received an email indicating the cancelled optic order had shipped. I'll try to contain my shock and alarm.

I called the customer service number and unexpectedly reached a live person, Ulissa, the supposed customer service manager. After a lengthy hold, Ulissa described a "misunderstanding," provided a confirmation number, and assured me the order was now, in fact, cancelled.

The charge hasn't appeared on my credit card yet. I'm guessing 48 hours.

DO NOT deal with this company.

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