Makro Online
Reviews and Complaints

A purchase was made online under the following Order Number: MAK3484924 on 17 February 2022. The proof of payment is attached herein, reflecting total payment of R 45 724.18.

Delivery of the goods started taking place on 22 February 2022 until 28 February 2022, we were therefore unhappy with an item on the purchase order and arranged for it to be collected. After logging numerous calls the item was collected on 08 March 2022.

We further confirm that since this item have been received by Makro on the 8th March 2022, we have not received the refund due to us.

We have written to Makro, called, filed a complaint and/ or attended one of your main store in request of the said refund without any update or receipt of the refund.

We have been in contact with the following persons without any assistance:

1. Nobuhle Zwane

2. Lebogang SAeboni

3. Norman Dilley

4. Namhla Mashiyi

5. Wandile Sibeko

6. Hedley Rhodes

7. Ashley (Makro Crown Mines)

8. Micheal (Makro Crown Mines - Online)

We therefore request for the above to be attended as a matte of urgency.

we trust you'll find the above in order.

I bought appliances worth 23k+ from makro Amanzintoti in one day and then they wanted to charge me a delivery fee + R90 per item that I purchased. So I opted to hire someone else to fetch my appliances for me. When the driver went to collect my items, makro staff was so unhelpful!.they just left the appliances on the trolley and went away therefore the car guards had to load My appliances into the vehicle. I did not buy the appliances from the car guards so I was highly pissed of at the service from makro!. On top of that my fridge was just wrapped in plastic with polystyrene on the sides. When it was delivered to me the fridge was found to be damaged at the front as well as the back under the polystyrene!.I contacted makro and they were of no help at all !stating that the fridge was fine when it left their store , I don't understand how they even checked the fridge if it was damaged under the polystyrene!. I am just moving into a new place and can not afford to go and purchase a new fridge again, Makro being such a big company and being insured could have replaced the fridge or sent it back to defy to be repaired buy instead they deny sending me a damaged fridge and refuse to replace it !. I am so disappointed with the service I received from this branch !.I will definitely not shop here again!.

Order number: MAK3482713

Purchased items on 21/02/2022

This matter was previously dealt with by Norman in the complaints department. See attached correspondence.

To date we have not received any feedback to the last email dated 30/03/2022

Given the fact that the item cost over R500 should give you enough reason to know it cannot break on a first time use. Can someone please get back to us within the next 5 working days. If not I will have to take this up with customer ombuds. As a consumer it is my right to good quality and safe products as legislated. The name of the supplier and the date it was sent for the assessment to the supplier to be sent to me in order to complete the report to the ombuds.

This is an outdoor item and the manufacturing thereof should comply with the requirements for the safety and use outside. You cannot make the assessment that the extent of damage can only be caused by wind without scientific proof. It is therefore not a fair and true assessment. The fact that there are scratches on the pole is enough evidence that the manufacturing of the item is inferior. It is meant to go into the ground. These type of umbrellas exists to be used outdoors.

After 10 business days as stated on makro online site, I contacted Makro 7 times to which each and every person told me a different storie as to why I have not received my package. False advertising, no follow ups to the client to let me know what was going on, several promises was made and not kep, even an online chat was just blatantly stopped by makro online, no customer services, taking your money but not attending to the client. Everyday lies and more lies with regards to the equipment bought. I will never ever buy from Makro again. I had to go and contact makro's supplier to get my items

Good day

I have been complaining, my order was olaced in the 17th March 2022 there was two items in the order the on was delivered before 22nd of March 2022 the other item Biopod duo Pack I never received it and was complaining from the 22nd of March 2022 and no one game me correct information then they cancelled the order which I was told was a wrong order that was cancelled on a delivery I already received then I gave a woman the correct order number: MAK3521461 that must be cancelled and she would have come back to me which never happened then on the 20th of April 2022 I get a message that the order was all of the sudden deliveted which never happened I have never in my live haf to deal with such imcopetend people like Makro I will in my life time never buy anything from Makro again they are useless I should have received a refund by now but no one at Makro ever told me what is happening why my order was not delivered and then I get a message that the order was delivered all of the sudden 20th april 2022

Ordered on March 25th and still have not received our order on April 18th, even though the online order states 5 - 7 working days for delivery. Their online order system is shockingly incompetent, as even staff don't know where the order is at this point or when it will be delivered, you will be told it's being "escalated" with every follow up call and "will get back to you by the end of the day" but neither of these things happen as we're still sitting without the purchased item 14 days later & trying to get a refund is even more of a hassle as it will apparently take up to 15 days to be processed! An inconvenience of not only our time, but our money as well - what a disgraceful way to treat customers, this online store would be better off shut down.

Over two years ago I purchased a Russel Hobbs breakfast pack. I honesty didn't enjoy the product at all. The kettle never worked a month wthout breaking. This store is old and well nown for its quality brands and service but thing have completely taken a turn this days.

Recently I have been serching for washing/dryer machine specials and I have come across good brands ike whirlpool at makro on special but I am scared for going throuh the same situation especially with something that I have to use so regularly.

I bought an item online on the 7th of February 2022. the item came broken. i called makro i was told when they collect the broken item they will replace me with a new one. they collected but i never received a new one today is the 4th of April i still don't have the item i bought i have been calling and emailing makro every week and i am getting know where their staff have a don't care attitude they only good at putting people on hold

Ordered 6 shelves from Makro, respectively 20 and 24 March 2022. To date no delivery. Received an email from Makro on Tuesday last week confirming that goods were delivered, I wasn't even at home. Have been enquiring about both orders since Tuesday last week via both Makro's telephonic and whatsapp customer care, no feedback. Purchased 6 shelves from another supplier this morning and sent written confirmation to Makro to cancel and refund both orders, total in excess of R5,000. Also requested for them to inform courier to not deliver as I will not be accepting delivery. Consumer Protection Board will be contacted should refund not reflect in my bank account by Friday next week. Makro online shopping pathetic!

My name is Mr. Ratali and I’m a regular customer at Makro stores. Today I had an extremely bad experience with the Makro Carnival branch.

My wife & I decided to pop by to Makro to purchase a few items & whilst browsing we seemed to be very interested in the Skyworth 65” SMART TV.

A Salesman by the name of “Max” assisted us with the sale of the TV, TV License, Universal bracket etc. The first & most important question I asked Max is if the TV will fit in my back seat of my BMW F30 of which he replied most definitely as we initially came in to buy a 50” TV but upon Max’s negotiation, we decided why not?, he also advised if not he will make a plan. So we proceeded with the sale.

To cut a long story short, once my credit card swiped & approved, Max couldn’t be bothered, he then rushed us to the front & advised that he will get his boys to pack the TV. He then arranged to security guards of which walked with my wife & I to the car. They respected Max’s orders & decided to fit the TV in the back seat. Once I noticed the dimensions & that it would not fit, I advised both of the security guards & asked them to remove the TV as I kept on yelling, you are going to mess my up my doors. They forced the TV in & out, upon pulling the TV out, I’ve noticed they had damaged my door rubbers & my door panel -

(Hendrehet Stone has the pictures as proof)

At this point the box of the TV was destroyed. I then decided to walk back inside the store with the one security guard to lay a complaint, Max was trying to cover himself & inform me that he will replace the box but I asked to speak to the manager. The sales manager arrived after 20min & told me he will refund me for the TV, so I asked the question who will pay for the damages of my car, he then replied I need to take it up with the security company. (Note: This happened on Makro premises & it was a Makro employee who ordered for the service of the security guards.)

This was already 30mins later, I then had no choice but to phone my family member who holds a very senior position for the Massmart group of which he advised me that I should get the store manager & risk manager involved & lodge a formal complaint. Johannes & Hendrehet then arrived & I’ve explained everything to them. Johannes then asked for the TV to be tested & advised that I should pay for the delivery, bearing in mind this was now an inconvenience to me being there +/- 2hours. He also advised I should request a quote to have the door panel & rubber replaced as it’s unrepairable.

(You can refer to the pictures)

My ask from you is for you to see this complaint & resolution through with the security company & ensure the damages are resolved. In all honesty and my personal opinion I don’t think the security company should be held responsible but Makro themselves, as it was a Makro employee who faulted & also ordered the security guards to execute as per his orders. That’s totally up to management to decide, all I want is for my car parts to be compensated.

Attached is a quote received directly from BMW East Rand (Dalpark)

Please treat this matter with high priority & urgency, please also ensure that I am compensated for the damages that occurred on Makro’s premises & which has been a fault ordered by a Makro salesman.

I would also like a daily progress & ETA of resolution, failure to do so from your side will leave me with no other option to go right to the top.

Thank you

Regards,

Mr. Ratali

This is my second complaint, I’m scammed by Makro, I bought a laptop Mak3492626 online from them on the 27th February I haven’t received until today, I called millions times, sent emails I did everything up until 23rd March I got an update from them on my emails letting me know that my order is delivered, I almost fainted how? where? I called immediately but all they did they said the supplier was from outside, couriers bla bla, so the agent ended up dropping the call. All I need is my money back, I’m a student I need to study for my computer module please 😭😭😭

Good day

I have issues with my defy dishwasher for about 5 months. we have logged a several complains of which I might have the reference numbers. Here is one such reference number 1997597. If you use this number, you will be able to trace the rest of the numbers.

We have had at least 3 to 4 technicians out here & they all have different opinions & theories about what the problem is. The real problem however, is that we have to live with with this machine which does half a job.

After this this time, we were told on the 9/3/22 that they were deciding to replace or refund, and they would contact us very shortly. Almost 2 weeks have gone by and now I get an email (ref 2227537) that the support staff are attending to the problem. It appears that we are starting from scratch.

I have been dealing with Makro for over 30 years, and all I ask is for good, honest, respectable service PLEASE.

S Reddy

[protected] / [protected]

Makro card number [protected]

I purchased Toshiba Washing Machine 8kg online that was 1March 2022. I was told delivery is done within 5-7 days. Up to now washing machine is not delivered. I want my money back and go purchase at Game. I am desperate please help. When I called their call center they put me on hold for a long time, when they come back they tell same information I can online. Call CENTRE staff are pathetic and useless they are clueless about their organization.

Hy I bought a HP laptop with Makro online in the 27th Feb even today I’m still waiting,please deliver my laptop tried sending emails calling but no assistant,I hate Makro with their bad service,courier company is very bad 😭😭😭😭Deliver my laptop ASAP I paid my money,I'm just a student who needs what belong to them.MAK3492626 is my order number..Suicide is much better than this..No one tried to get in touch with me no one,yet the couriers said they tried to call on the 8th okay fine the address was there also why they didn't show up at my door.I hate Makro shame the stress they're giving me is unbearable..The consultants make empty promises some makje you wait to finish up your airtime without being assisted

I ordered a twin feeding pillow on the 7th on February and delivery was supposed to have taken place by the 16th of Feb but it was not done and there was no communication from Makro. On the 17th I called to cancel the order and I was given a ref number 2232841. On the 18th I called to make a follow up because the courier and tried to deliver but my sister (whom I had bought the pillow for) told them to return it as the order had been cancelled. I was informed by Thobeka Nhlapo that she was escalating the matter. I called on the 25th and I was told the same thing.

I called again on the 28th and I spoke to a Nthabiseng who told me they were dealing with my ticket and when I asked what that meant she said they are trying to locate the order. I told her I didn’t want the order located, I wanted my money back. She instead put on hold with music playing for more than 10 minutes and she kept checking if I was still on hold. This is very rude and unprofessional.

I then dropped the call and spoke to Richard who also promised to resolve the matter. Mind you I had already received an email from Makro in the morning that my order had been delivered which was a lie because my sister had been called by Makro trying to deliver it and she again informed them that they must not because the order had been cancelled.

I ordered some items online from Makro Woodmead in November 2021. The items were delivered in December however with some items missing. I called customer care, emailed them through out December. Followed up again in January 2022 where I now had resorted to wanting a refund. The responses I received from the customer care were there's a backlog/we can't communicate directly with the store/we have escalated the issue etc. As a customer I'm actually defeated.

Please help.

I ordered liquor from makro online on the 18/11/21. Product was delivered on on the 25/11/21 but 2 boxes were short delivered. Receptionist signing for delivery noted on the delivery note that it was short and made driver from dawn wing sign confirming. I logged complaint with dawn wing and got no joy. Then logged complaint with makro customer care. They keep on telling me that they are looking into it but I is now over 2 months. I am very frustrated and not sure who I must contact to resolve this.

Order; mak3430838 - waited too long for my delivery - and when I got my delivery - the box was damaged - and when I started to open in the desk was a complete mess - makro customer service respond to your emails weeks after.

Order; mak3425974 - courier 3-

Courier collected on the 17th Jan, still waiting for my parcel,

Makro customer service just never calls you back

I'm also still waiting for a refund

MAKRO ONLINE ORDER - MAK3439002

25 January 2022 - Online order placed, payment processed and packed by Makro, Springfield Park, Durban KZN. (Invoice received by email).

26 January 2022 - Courier (Dawn Wing) collected the 3x items from Makro for delivery in Pietermaritzburg "within 2-5 days".

27 January 2022 to 1 February 2022 - Phoned Makro customer care 4 times and sent 3 follow up emails to customer care. Informed telephonically that my complaint will be escalated via email to couriers that will contact me.

1 February 2022 - To date no communication or delivery from couriers. Adult recipient(s) of order available at house delivery address 24/7.

Excerpt courtesy from lawforall.co.za in terms of the Consumer Protection Act - the law protects South African consumers against late deliveries when shopping online.

"The Consumer Protection Act, 68 of 2008 (CPA), is not the only law that protects consumers but lays a solid foundation by promoting a fair, accessible and sustainable marketplace for products and services. The CPA entitles consumers to the delivery of goods and performance of services as agreed and in an acceptable manner, also when shopping online. This means that late deliveries in South Africa are unacceptable. Suppliers must deliver goods on the agreed date, time and place. If the specifics haven’t been agreed, the supplier must provide the products within a reasonable time. Any delays must be communicated with the consumer, and if delivery is late, the consumer is allowed to cancel the transaction without penalty. The consumer has the right to claim a refund, interest (at the prescribed rate), as well as any costs incurred due to the supplier breaching the terms and conditions of the agreement."

In the event of the 2 x 12 bottles shrinkwrap x 1 liter Schweppes Indian Tonic Water (24 liters) nearing close to the expiring date by the time it is delivered I will have to return the batche(s) for a full refund.