The Mako Group

Complaint Reply: [redacted] , I would to apologize for the delay and lack of communication you have experienceAfter reviewing your profile I see you have remained a supporter of The Mako Group in which we are gratefulI greatly appreciate your patience during the time you tried to contact someone directlyI would like to know if you are interested in sending in your optic for inspection so a replacement can be issuedUnfortunately at this time we do not have gift cards but if you purchase in the future contact me directly and a discount will be issuedOnce again I am deeply sorry for your experience and let me reassure you that with the new transition in the company things are improvingWe value your feedback and supportFeel free to contact me at [redacted] Thank you for your attention to this matter

Revdex.com: At this time, I have not been contacted by The Mako Group regarding complaint ID [redacted] Sincerely, [redacted]

To whom it may concern,
I am writing to respond to the compliant of customer of order number ***I do apologize first and foremost for the inconveniences causedDue to our busy season we have experience a major delay in our shipping which was not known in the
beginningAfter dealing with said customer I have since spoken with my warehouse to be sure we are not misleading the clientWhen spoken with the customer I was provided details that were givenWe have since made the needed changes in order to avoid this from happening againThe customer order has since shipped and the tracking details are belowAs the customer service manager and cannot expressed enough how disappointing it is to know we failed our customerIf the customer can reconsider in the future I can be contacted directly were we can avoid any loop holesChanges have and are being made to make us more reliable and sufficient as a company
Signed Customer Service Manager

*** *** is a very formula customerFrom the beginning we offered our assistance and aided him along the wayUnfortunately when we received the item back into our warehouse there was a delayIn the RMA process there is a 3-business day turn aroundAlso there is a turn-around time for the
refund to be issuedOur accounting department process the refund which unfortunately causes an additional delayAlthough it was a delay we made sure that the refund was issuedThe refund was issued on February **, for the amount of $I would like to apologize again for the inconvenience causedWe have implemented a new policy so we can avoid any delays that we can control

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I placed an order with the Mako Group on *** They processed my credit card on *** They provided an order number and then stated I would receive an email when the product has shipped I have left multiple voicemails and sent emails to their customer service manager without getting any response from those requests I leave a response on *** and they said to provide my information so their customer service manager could provide me with information
I did that although I had already been trying to contact their customer service manager
So far nothing They have not contacted me or provide any feedback on my order
Please save yourself the time and do not do business with them Look at *** and you will find that many people are having the same problem

***, I would like to apologize for the delay and lack of communication to your complaintI know this complaint was reported last year however our company is in a transition an we are trying to improve in many areasUnfortunately in the transition you have been affectedAfter reviewing your
complaint and profile I see that your order was finally deliveredAlthough it was shipped there was negligence on our partFor the inconvenience caused I ask that you contact me directly as the customer service managerIf you wish to reconsider and place an order so I can issue you a discount please contact mePlease feel free to contact me @ ***Thank you for your attention to this matter

I made an order on their website OVER 2 MONTHS AGO. They have charged my credit card and I have the order number, but they never provided any order confirmation emails or order shipping confirmations. I have filled out their online Contact Us form several times and emailed their [email protected] address with zero responses. Absolutely the WORST customer service I have ever seen. I was thinking of buying several other products of theirs, but this has made me 100% reconsider that. I cannot recommend them to anyone and would actually steer all of my clients away from their products as I have no faith in their warranty service, if they can't even fulfill a simple 3 item order.

Revdex.com:At this time, I have not been contacted by The Mako Group regarding complaint ID ***.Sincerely,
*** ***

*** *** did place in his order on the *** of December of His two orders were actually placed into our system twice causing duplicate valuesTwelve days went by before we could actually ship out his order to the high volume of orders we received for the holidayThe first set of orders
were packed up and consolidated into one package for *** ***'s convenienceThe second set of orders was almost shipped out but we caught the error and cancelled the duplicate orders to prevent *** *** from being charged again for items he only ordered once*** *** was issued the tracking number for the order when the label for the package was createdFor a label not to be recognized is due to a label being recently created and the time for the shipping systems is a number of hoursThe tracking for *** ***'s package is as followed. ***Based on the tracking information, it shows the package was picked up on Dec*** The tracking also shows that the package was delivered on Dec*** and that the package was left with an individualWe cannot accept the responsibility of the carriers decision to leave the package anywhere or with whomever is at the destination of the deliveryWe would happily work things out with *** *** to come to a conclusion where everybody is satisfiedAttached is a screenshot of the mentioned delivery from ***

[redacted]
 
[redacted]
 
[redacted] Complaint Reply: [redacted], I would to apologize for the delay and lack of communication you have experience. After reviewing your profile I see you have remained a supporter of The Mako Group in which we are grateful. I greatly appreciate your patience during the time you tried to contact someone directly. I would like to know if you are interested in sending in your optic for inspection so a replacement can be issued. Unfortunately at this time we do not have gift cards but if you purchase in the future contact me directly and a discount will be issued. Once again I am deeply sorry for your experience and let me reassure you that with the new transition in the company things are improving. We value your feedback and support. Feel free to contact me at [redacted] Thank you for your attention to this matter. If The customer would like to move further they can contact me directly at the email address provided. I would love to resolve there continue issues. It is our goal to be sure all of our customers are handled with care.

[redacted]  placed an order with us The Mako Group on 5/*/2016. He ordered a BM-4. Once he received the item he proceeded to use the item. Unfortunately when installing there was damage done to his product. [redacted] expresses that the BM-4 caused damages from the molding. [redacted] has...

received a refund for the product on October *, 2016 transaction ID-[redacted] However [redacted] would like us to pay for the damages done to his product. At this time we cannot issue funds but we will resolve this in a professional manner. We would love to provide our assistance in all ways possible. Our goal is to assure all customers are satisfied. I am in contact with [redacted] and will continue to be his point of contact so that his needs are attended too.  I have expressed my apologizes for all of the inconveniences caused and will do my best to resolve this on going issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The complaint case was closed back in January, 2017 due to a lack of response from The Mako Group.  My optic that I purchased was unusable and therefore I disposed of the optic.  I am not able to return it as The Mako Group is now requesting.  I would still like The Mako Group to compensate me for my losses concerning the purchase of my Meprolight.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint Reply: [redacted], I would to apologize for the delay and lack of communication you have experience. After reviewing your profile I see you...

have remained a supporter of The Mako Group in which we are grateful. I greatly appreciate your patience during the time you tried to contact someone directly. I would like to know if you are interested in sending in your optic for inspection so a replacement can be issued. Unfortunately at this time we do not have gift cards but if you purchase in the future contact me directly and a discount will be issued. Once again I am deeply sorry for your experience and let me reassure you that with the new transition in the company things are improving. We value your feedback and support. Feel free to contact me at [redacted] Thank you for your attention to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I have finally received the ordered item although several weeks after being  promised to me. Therefore there is noting else to resolve. In the future I do not for see myself or my clients doing business with the company because of their poor customer service practices.
Sincerely,
[redacted]

Revdex.com:
in reference to complaint ID [redacted], item has finally arrived.
Sincerely,
[redacted]

To whom it may concern, I am writing to respond to the compliant of customer of order number [redacted]. I do apologize first and foremost for the inconveniences caused. Due to our busy season we have experience a major delay in our shipping which was not known in the beginning. After...

dealing with said customer I have since spoken with my warehouse to be sure we are not misleading the client. When spoken with the customer I was provided details that were given. We have since made the needed changes in order to avoid this from happening again. The customer order has since shipped and the tracking details are below. As the customer service manager and cannot expressed enough how disappointing it is to know we failed our customer. If the customer can reconsider in the future I can be contacted directly were we can avoid any loop holes. Changes have and are being made to make us more reliable and sufficient as a company.  Signed Customer Service Manager

Revdex.com:
At this time, I have not been contacted by The Mako Group regarding complaint ID [redacted].
Sincerely,
[redacted]

[redacted] did place in his order on the [redacted] of December of 2015. His two orders were actually placed into our system twice causing duplicate values. Twelve days went by before we could actually ship out his order to the high volume of orders we received for the holiday. The first set of orders...

were packed up and consolidated into one package for [redacted]'s convenience. The second set of orders was almost shipped out but we caught the error and cancelled the duplicate orders to prevent [redacted] from being charged again for items he only ordered once. [redacted] was issued the tracking number for the order when the label for the package was created. For a label not to be recognized is due to a label being recently created and the time for the shipping systems is a number of hours. The tracking for [redacted]'s package is as followed. 
[redacted]
Based on the tracking information, it shows the package was picked up on Dec. [redacted] 2015. The tracking also shows that the package was delivered on Dec. [redacted] 2015 and that the package was left with an individual. We cannot accept the responsibility of the carriers decision to leave the package anywhere or with whomever is at the destination of the delivery. We would happily work things out with [redacted] to come to a conclusion where everybody is satisfied. Attached is a screenshot of the mentioned delivery from [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]...