Makro Online
Reviews and Complaints

Formal Complaint Regarding Undelivered TV Order and Poor Service

Dear Makro Customer Service Team,
I am writing to formally lodge a complaint regarding the unacceptable handling of my recent order (Order Number: MAK 8461373, Waybill Number: NA0122704). Below are the details of the situation, along with my concerns:

Order and Delivery Promise:
I placed an order for a TV on 29th [Month], with a promised delivery date of 2nd [Month].
On the 2nd, I called to inquire about the status, as the tracking app only showed the order as "packed." The call center agent assured me the issue would be escalated and the item would be delivered the next day.

Financial Impact:
I arranged for a technician to install the TV on the evening of 2nd [Month] and paid a call-out fee.
When the delivery failed to arrive, I rescheduled the technician for the 3rd, 4th, and 5th, incurring additional call-out fees.
Repeated Failures in Communication:

Despite numerous calls to your customer service and assurances from your team, the issue remains unresolved.
I contacted Deli Express (Value Express - Logistics), only to discover they had no record of the waybill number. This reflects a serious lack of coordination between Makro and your courier service.

Escalation:
I have now instructed my lawyer, Jan Nel of Swart Redelinghuys and Nel, to file a claim for the costs incurred due to this issue.
I will also escalate this matter to your CEO via LinkedIn, report it to the Consumer Goods Council, and share my experience with the Featherbrook Estate community forum (comprising 1,003 homes).
Given my history of purchasing 13 appliances from Makro, this is the most disappointing service I have ever experienced. As a loyal customer, I expect better service and accountability.

Resolution Sought:
I demand the following:
Immediate delivery of my order with clear communication on the delivery timeline.
Reimbursement of all call-out and installation fees incurred due to the delays.
Contact details for Deli Express management to address their failure to handle this delivery.
Please respond promptly with a solution to this matter. If I do not receive a satisfactory response, I will proceed with the outlined actions.

Sincerely,
Marina Sander
Contact: [protected]
Email: [protected]@gmail.com

I placed an order for a chest freezer on the 28th. of November 2024 and the online system stated that it will be delivered by the 30th. of November 2024. To date all I have is an email sent out to me from Makro on the 3rd of December stating that my order has been packed. I called the call center earlier in the week and they promised that they will have it delivered within five days counting from the 28th of November 2024. To date I still do not have my order delivered and I really wish I had rather gone in-store to buy it and transport it home myself. The call center also makes promises to escalate the matter, but nothing happens afterwards still. I'm really not impressed by Makro online. They have my money and my order. It seems I might not get back neither at this point. I doubt I will ever buy on their platform ever again!

I cancelled an order ahead of time, they still delivered it to my husbands workplace over the weekend when he was not there. Was then told to log a return, they still insisted on asking me countless times why i was returning it and told me i had to provide images, its been over a week, the item hasnt been collected and i havent been refunded. The toys from Sleuth are a ripoff, stop falsely advertising.

Order placed on 28/06/2024 for a 5 piece Pink butterfly quilt set. Received total white quilt set on 10/07/2024. I have informed them about the incorrect items being delivered and requested a return. I was given a reference. The set was only collected 18/07. No further communication and my refund have not been paid. Every time I call it is just another excuse. None of the emails are acknowledged or responded to.

I placed an order online on the 19 May 2024.

To date i have not received my order.

No communication whatsoever i spend time on the phone calling no one can give me an answer as to when i will receive my order.

At least keep the communication line open inform me on the progress of my order.

I am very disappointed as this was my first online order from Makro.

I thought i was buying from a reputable compan 😔

I bought a bathroom tap in Makro online shop and it was too short I returned it. I call for refund they told me the refund was made on the 26/27 March

2024, until to date 19.April. 2024 no refund was made. Always when I call they tell me they are escalating my refund complain to finance department. Just imagine they cannot refund R895.

I am so disappointed because I used another money to get other tap. Wow Makro what a disappointment.

Absolutely avoid online purchases from Makro at all costs! If you're in the mood to flush money down the drain, then by all means, go ahead and buy from Makro's online store. My experience with them has been abysmal. I foolishly bought two items from Makro, only to find out later that they were out of stock. The website conveniently failed to mention this detail, indicating they were more than happy to snatch my hard-earned cash without delivering the goods. To add insult to injury, the order was cancelled by the supplier and the supplier obviously would not have received payment since they did not have stock. And good luck trying to get a refund from them! Their refund process seems to be a complete mystery to them, and don't even bother expecting communication from their end. Despite my daily calls, they're utterly clueless and unhelpful. Makro is lightning-fast at taking your money, but when it comes to returning it for undelivered items, they suddenly develop a case of amnesia.

I placed an order of two items on the 6th of March 2024. Both items were expected to be delivered by the 12th of March as they had said on email. Delivered the first item on the 8th but still awaiting second delivery of the other item. Been texting Markro on WhatsApp since the 15th to get clarity of what’s delaying delivery and still awaiting feedback. Today the 18th of March I asked for a refund rather,and they’re still telling me about “escalating the matter and should wait for feedback “This is bad service. I never ordering anything online from Markro and advice other customers not to!

Hi I placed my order on Sunday, 9 March from Makro. My order was split into 2 and the second delivery took place on Wednesday 12 March. Upon contacting Makro I was informed that my parcel was picked with by the courier people to which I was informed that the order was cancelled as the parcel was not ready. Today is Thursday, 14 March at 10pm and I have yet to get my order which was promised by Makro. It's so frustrating as I have been calling the whole week and everyday it's a different story. Such terrible service, and no official people to complain too. As you get back to same agent who lied to you about your order. They keep saying they understand, how if you are not going through it yourself.

I was so excited when I received my package yesterday morning because I had been waiting for it for 2 days, I couldn’t wait to try it out and did so later on in the day. Was I not disappointed. The quality of the product is something I can tolerate because of the value of the price but I certainly did not expect the bucket to be leaking on my floor after putting in water into the bucket. Not just leaking, but a whole pool of water within seconds. I can’t even tell what is causing this leak is coming from. Truly beyond frustrated that I don’t get the full experience of utilising this product when it’s leaking… which somehow the total opposite of what it is supposed to offer - convenience. Now I need to be more focussed on wiping water leaking from the bucket and not quickly cleaning up my floor. @Makro, is this the quality that’s being offered? Will gladly take a refund if this issue cannot be resolved.

I reported that my machine is not working properly on the 5th of january to makro customer services to date I have not had a technician sent out to my place to see the issue is I have also made numerous calls to makro which you can trace on phone call recordings I keep on getting told different stories and that they will escalate the mattter today is the 18th january and still nothing I am furious I have paid for an extended warranty for the product and this is the service I am receiving it is totally unacceptable I am now faced with a problem where I have a washing machine that I paid lots of money for and I have to be doing washing by hand

MAK5800522, I placed an order on the 20th of Decemer 2023, Online for a Sumsung phone worth R2000 and I have not received my order.

I paid for it and was told it will be delivered withing 3 - 5 business days. Today is the 08 January 2024 and after calling the national call centre everyday and escalating the matter I have no resolution from them.

R100 wasted on airtime to call the call centre

I ask for escalation or supervisor/management feedback and STILL NOTHING

Good-Day,

I would like to lodge a compliant as it relates to the services I received today. I placed an order on-line and called to request that my order be delivered. I called again today to enquire on the status. My call was answered by a Byron Doan wo not only was unprofessional but also showed no regard to my frustration or dissatisfaction. I explained to him that I had called to request that my order be delivered. This was confirmed and 3 of my items were delivered. He informed me that the rest of the items reflected as having to be collected. This made absolutely no sense to especially when he himself confirmed that my call was logged. I then asked to speak to the manager/ be given the name and details of his manager (which he refused to provide). When I asked how I can escalate matters he then informed me that I must use the same number that I used (which is the contact center).

Order No MAK5566256,

Your request (3552886) - 28th of November

Double payment went off my account for online shopping. I logged a call on the 23rd of November and I have contacted your office on the 27th November at 12:08- Lady was going to send me an email...i received nothing.

06 December at 11:52. The call centre was going to log a complaint and the supervisor was going to get back to me..nothing came of that.

08 December 15:26 again the new call operator was going to send communication to finance complaints and copy me into communication as well as supervisor was going to get back to me...nothing came of that either.

All three time I was informed that the matter will be attended to within the next 48hours.

Your service is absolutely horrific.