Makro Online
Reviews and Complaints

In March I Ordered a breakfast set, in April I discovered that my order was canceled was told in 10 day it will be refunded called 2 weeks later only to find out that the process of refund was not even done, told the lady at customer service that I want my money back she said a week is all it will take to get my refund I've been waiting, now everytime I call the stories keep on changing. Never have I ever dealt with such in competence. Mxm

Makro must be the worst business to return or repair any item at. I bought 2 lounger cushions that I found are too small. I have been in the que to return them for 45 minutes now! I have experienced this slow service everytime I bring something in to repair, it is not a Covid problem! It's a Makro customer service problem.

How can it take more than an hour to assist 5 clients with returns/repairs. This while there are staff chatting in the isles all over the store. It must surely be possible to be more effective with this process in today's day and age?

We bought a defy tumble dryer and washing machine 30 may 2020. We used the online shop (limpopo) we were informed that the products is in cape town. Arrangement were made and we received the washing machine damaged!
Since 30 may 2020 we struggle to be refunded and with numerous phone calls nothing happened, still waiting almost 3 months for our money back as we requested a refund on both appliances. This is really not good.

Online order #mak2565958
Online order #mak2565846

Ref no. 376923
Order no. [protected]
Order date 31.7.2020
Delivery date 03.08.20

On Aug 03, 2020, I received online delivery items from makro, in that I have not received frozen chicken worth Bt. 90.54. I have contacted makro customer care centre and every time they say that tommorrow they will deliver the missing item. Till date nothing has happened.

I have cancelled an order in May 2020 and requested for a refund but till today i have not yet receiced it.I was phoning the call center from May, spending much money on the phone calls and been given a run around by call center agents and not provided clear guidance on how and when i will be refunded .
Please refund my money as i deperately in need of it and its almost four months now that i was waiting.

please pay me back

Thanks
herbert ngwana
[protected]

On 17/7/2020 I ordered and paid for the item online.
On Monday 27/7/2020 I followed up, as I did not receive any feedback yet.
I phoned the call centre and decided to use the chatbot Whatsapp option, after doing so it confirmed that the item had already been delivered.
As I had not received it, I immediately contacted the call centre again, and they confirmed that they do not understand the response as the item had only been collected that day by the courier Wumdrop, and it would probably be delivered on the same day. I was not given a reference number for my call.
I did not receive anything on Monday.
Tuesday I phoned again and spoke to Karabo ref number was only provided upon my specific request number 902824. She confirmed that the courier tried to collect the item and the item was not ready previously. But that they have now collected it, and that she would trace the item, and I would receive an update via email on the same day.
I did not receive the promised update.
On Wednesday I phoned again and spoke to Loiso. I used the same reference number. He made me hold on for over 10 minutes while he was trying to trace the package, then came back to ask me to hold further, which I was not prepared to do, as I had already wasted over 40 minutes of my time in total on the phone trying to track this, and I was carrying the costs of all these phone calls. I asked him to phone me back, and he said he could not as this was an inbound call centre only. I had already lost my temper by then. He promised to phone me back within half an hour. He was going to refer this to a consultant.
As expected, I never got the call, or any emails.
On Thusday I phoned yet again. I asked to speak to Loiso again, as I was not going to repeat all of this again. The lady asked the reference number and did not transfer my call but instead said there was an update and proceeded to read it. I already told her I was annoyed as no one is keeping their promises. She said that Michelle made a note late the previous afternoon to confirm that the safe was picked up by Wumdrop on Saturday 25 July and that it would probably be delivered this week. I asked for contact numbers of the courier and a waybill number or something to help me track this item. She could not give me any details. I told her that it was of no help to me.
I then tracked down a contact number for Wumdrop Cape Town on google.
I phoned them and explained that I was trying to track the item. Londi confirmed that they do not have the safe. They went to Makro Cape Gate on 21 July, and Rowen at that branch confirmed that they have no such order. The order was cancelled. They left without the package.

By the time I phoned the call centre again, I asked to speak to a manager, I was asked to confirm what it was in reference too, Isaid I was tired of being sent from pillar to post and I want to speak to a manager. I want my safe today, and I want to speak to a manager now or have him/her call me back. I was shouting more than talking by then as I felt that the consultant was trying to prevent me from complaining to management. She then said, that she just spoke to me, I told (probably shouted) her that I tracked down the courier and they do not have the package. She asked me to hold while she transfers me, which I think was a lie, as I was still holding on for a couple of minutes only to then get prompted by my cellphone provider that I was about to run out of airtime.
I got disconnected, and while they have my number, and know that I am irate by now, no one has called me back.
Now I am wasting more than 30 minutes typing up a detailed description as requested.
I want my item delivered today.
It is unacceptable that you do not keep promises, can't phone back (so your valued customer has to carry the cost and frustration of following up on your bad service).
This is not getting attention.
According to your records it has been delivered so no one is following up.
The courier is not following up and they don't have the item. According to them the order is cancelled.
So everyone is happy except the customer who bought and paid for this item, inclusive of delivery... and still have nothing to show for it except frustration

Ofcourse I was thrown out of your system and the complaint did not go through, so here I am repeating myself again...

Waiting for delivery in order MAK2645450.
Been over 2 weeks with no progress and impossible to get through to call center and talk to an agent

This item was advertised on a 49th Birthday Special Price of R 1499.00.
however when I ordered it online they charged me R 1599.00 and when I queried why they said the price of R 1499.00 was an in store price only and not applicable to online orders.
This was not stated in the advert and I find this to be a complete and outright rip off, especially during the covid crisis time when people are being encouraged to order online as much as possible.

Needless to say I have cancelled the order and have bought one from Builders Warehouse who are selling the exact same item for R 1495.00.

if a price is an In-store price only it should be stated in the advert otherwise it is just plain theft!

I will certainly advise all my friends and anyone else I know to be careful of your advertised prices.

I returned the product (courier service collected) on 20 April 2020 for order number MAK206516.
It is 3 months later and i am still waiting for my refund to be processed.

I have sent dozens of emails to Makro and everyone ignores all emails.
My frustration with Makro has grown so much that I never want to purchase anything from them again!

I cannot even say the service is pathetic because there is no service to rate.

Give back my money, MAKRO!

Order number: MAK2615419

Order date - 20/06/2020

First, e-mail sent on - 01/07/2020 Generic Response (851742) no ETA
Second e-mail sent on - 08/07/2020 No Response

All call attempts keep you in a queue then tells you the subscriber you have called is unavailable.

Please advise, what the next step is!

I made an online purchase from Makro on 26 May 2020. I bought a bathroom tap for R649 plus delivery costs of R52. I received confirmation that my order and been received and was advised that delivery would take 7 to 10 working days. More than a month went past without the delivery of my tap. I had been following up with them, sending endless tweets and complaints on Facebook and I was ignored, then on 25 June 2020 the delivery came. The courier guy did not even let me know that my parcel had finally been delivered. He just dropped it off at the gate and left. The security guard from our complex came to deliver it to me, I am unhappy about this as this displayed unprofessionalism and my parcel could've been stolen had the security guard not delivered it to me. The other issue is that, the incorrect parcel was delivered to me. I ordered and paid for a bathroom tap yet a kitchen tap was delivered to me. I complained once again and Makro, in their defense on Twitter told me that I had made an incorrect order which is a lie because the tap they say I ordered only cost R300 and I paid R701.57 and i can prove this. They promised me 2 weeks ago that somebody will contact me to explain the way forward on this incorrect parcel that I have with me, 2 weeks later, nobody has contacted me - they are quiet. Every time I have to complain on social media, and even on Friday I complained on Twitter and was ignored as usual. I need them to collect their tap and either deliver the correct tap or refund me my money. Please help as I am tired of the lack of service and delivery from Makro thereof. They don't respond to emails, it is difficult to get through to them. They make a lot of empty promises on Twitter when they finally respond.

Phoned call center om Friday 3/7/2020. Person that I spoke to said that delivery would take place on that same day. Never received delivery, phoned again Tuesday 7/7/2020, person advised that couriers picked up package and she is going to follow up for me why delivery was not done yet. Either courier company or Makro would phone or email me, nothing happened once again! Is it my responsibility to keep on phoning and following up on this extreme bad service from Makro? On Tuesday I was on the phone for 16 min... Can somebody please just come back to me on this order! Am really not happy with this very poor service.

I have placed an order with Makro Online and paid for it on 5 June 2020. I received my order confirmation mail on the same day with order number MAK2582832. I sent a follow-up mail on 19 June 2020 given the 10-14 working day period for delivery warning on website. I received an automated reply that my complaint was logged and a consultant would get in contact with me within 2 working days. 25 June 2020, no contact from Makro and I sent a follow-up mail requesting feedback. 29 June 2020, Makro replied with poor mail stating that complaint was logged and they did forward it to the shop responsable. 3 July 2020, sent mail again with request for feedback, no response, no products and when logging into my account the order status remains the same as from 8 June 2020, "Order packed, waiting for courier handover". We complain the economy is down and everybody suffers from COVID 19 lockdown rules and when business can start up again this is the poor service they provide. I have ordered from Makro in the past and had no problems.

I cancelled my online order(MAK2586618/[protected]) to the value of R926.00. My order was confirmed as cancelled by the online agent. A few days later I get an invoice from the store and the delivery van pulls up with my order. I sent the delivery back as the order was cancelled. I then followed up with the online agent and she confirmed it had been cancelled, but unfortunately, it had already been dispatched. Since then I have logged 3 calls with proven escalation emails, ranted on every platform possible and now I'm here. If I don't get a response here, I will demand my refund at the store. This service is disgusting and I will never recommend shopping at Makro online. Please don't blame this on covid 19, it's taken 26 days for you to process an online refund to a loyal Makro customer. You also fail dismally in your customer service department and contact centre. The stores should also have a direct line as a backup contact. It is so sad that I have to beg for my own money, I'm sure if I owed you money there would be legal calling me daily. I'm disgusted.

I have purchase wine an liquor online on the 9th of June 2020 with order no: 2591796. Today is the 2nd of July 2020 and it is still not delivered. I made numerous calls to you online number and were told on the 25th of June that the matter was escalated but still no delivery. I have also send e-mails and days later I got a lousy reply that if the matter was not revolved up to now I need to contact Makro again! As I am typing this I have been holding on for 25 minutes on your [protected] number. It took 13 minutes before my call got through to a consultant and since then after she took my information she has put me on hold for more than 12 minutes and still has not come back to me yet. So I am hanging up now. And once again Makro has stolen my money!

online purchase was done in April, some goods were delivered others not I was informed they were out of stock. An email was sent to me on 11/05/2020 requesting banking details, proof of purchase etc. to process the refund, I responded with all requested details. Since then I have been following up weekly and given the same story - "the matter has been escalated to Finance and it is still pending- no answer as to when the refund will be processed"

It's appalling at such big company treats its customers so poorly, not once have I received a call or an email for an apology which shows MAKRO simply does not care about it's customers. On 30/06/2020 I called to follow up yet again and was told yet again the matter is still pending I requested to speak to the supervisor and was kept on hold for over 45mins.

Makro does not have the systems and the capacity to handle online orders and therefore should not be operating in e-commerce. Do the executives even look at the number of complaints that are on social media with regards to online orders? And why are they not treating this as a matter of urgency?

Hi

My Order number: MAK2584737
- 300+ Litre Defy Fridge / freezer

Can someone please investigate … Online order was not received but your system showing it's delivered ?

I've also send e-mails every day and also phoned numerious time with no feedback as promissed.

I'm phoning every day A FEW TIMES and I everytime I need to wait for 15-20 minutes before someone answer or they drop the calls. When I do get through they cannot assist as they don't know what happened, . Everytime they escalated my complaint they inform me I need to wait 7-14 days.
My order was stolen of just missing der is missing or stolen

Makro customer service is pathetic.

Order number: MAK2584737
Method: Courier Delivery
Estimated delivery: 10 - 14 working days
Order Confirmed06 Jun 2020
Order in progress
Order packed06 Jun 2020
Handed to courier10 Jun 2020
Delivered

Thank you
[protected]
Theo & Marita vd Berg

I ordered a washing machine and two chairs on 23 March, hoping that it will be delivered before the lockdown of 27 March. It was not and I am still trying to get any response from Makro. Received an order number (MAK2443675) same day and then a message to say that my order was packed on 26 March.
After 6 phone calls to [protected], three of these were answered with a promise that they will trace the order and come back to me (never a word!) and the other three just rang for 12 minutes and then I was cut off,
I also sent 3 emails, the emails were recognized and a promise given that they will contact 'the store' and come back to me, but absolutely nothing!
The Makro w.app helpline [protected]) just kept ringing - 12 minutes at a time and the w.apps I sent got an automatic response, saying my order was packed.
The Makro webpage had a contact hotline email option, It took me to a page with an 'Error ID !VxOpW' Each and every way I tried to contact someone with my problem, I ran into a dead end! It is now 3 months since I paid the R5 687 and I am getting nowhere, cannot get anyone to talk to!

I ordered on the 8th of June and according to Makro Nelspruit my order was delivered, but according to the courier company they haven't received a package for delivery yet.

My online profile says delivery completed but I havent received anything. No answer from Makro till today.

Ordered a coffee machine and payed for it but now I have no money nor a coffee machine?

Good Day,

On 01/06/2020 I booked a Sinotec Tv at the Makro Okavango, reference number (2641364). I was informed of the 21 day waiting period but I was also told that I would be updated and communicated with via sms as to where in the process the unit was. I left feeling confident about the interaction as a whole.
This morning as the 20th calendar day dawned I thought I would follow up with the call center as I have had no communication as of the date of the booking in. After spending 15mins total waiting to speak to a consultant a gentleman took the call and was as amazed as me when he picked up that no communication was sent to me and then advised me to go into the store.

I then made my way to the store and spoke to a consultant that when asked the question as to where the unit was or how far the process is she simply defaulted to the 21 day turn around time, it was then that I asked to speak to her line supervisor. After a while her line supervisor popped out and I explained to her the whole story again after which she wanted my cell number. I told her it was not a matter of not being loaded correctly as I already received the first sms to state the store has received the unit. It was at this point that I asked her to get the most senior manager because I was not going to leave without a proper explanation as to what was going on. I proceeded to take out my cell phone and video taped how long I would be forced to wait, 10 minutes passed and when Leon Van De Merwe whom I advised was being recorded. He proceeded to insist in a prejudisticly charged way that I stop the recording as it was against store policy. He could not tell me why my unit was still at the store, nor could he tell when it was to be collected and sent to JHB to be repaired. So to recap at this point : the unit has been in store for 20 calendar days with no communication between the store and myself. He proceeded to try to intimidate me when asked why I was not told about the delay. When asked if I was the first customer to complain he said no, not even the 4th or 6th. This is when I asked a simple question, when the first few complaints came in why not simply send out mass communication to convey the delay he simply shook his head, When asked when Sinoctec repair centre had opened he simply shook his head, when asked when was my TV along with all the others will be booked he simply shook his head and got more upset as though I was the person telling him that after waiting 2 months without a tv (because I tried to book the unit in a month prior under level 4) I told him that I did not know when or how it will happen.

Being treated like a second class citizen in this time of uncertainty should be something that we should be striving to work against but this was clearly not the prime directive of MR Leon Van De Merwe, nor was it to simply give me a turn around time nor make the effort to call the Sinotec repair centre to find out any information. He simply insisted that was the end of the conversation. I will be posting this email and the video showing how long I was made to wait and the initial exchange between me and him.

An urgent response would be most appreciated.

Regards,
Rory Payle.