Makro Online
Reviews and Complaints

I have placed an order for groceries on your online service. Makro have advertised it will take 5 to 7 working days to deliver.
My order was placed on 30th March. Today is the 8th of April and no delivery.

I have phoned Makro and no person can tell me when my groceries will be delivered! I will never buy online from Makro again if this is your service.

You have encouraged people to buy online due to the Covid 19 issues we having but why advertise false delivery dates.

I want an answer please or just refund my money so I can rather go and stand in que for my essential goods.
My order number is MAK2453252

I just received an order from makro. Is this how you deliver serviets to clients at any time, not to mention corona time.? Please come and take it back. I cannot beleive this. I don't want them. I can't acctualy beleive that you can send this to clients. What am I suppose to do with this? Is this standard of the way makro is doing?

Just over a month ago I purchased a Defy Oven and Hob Unit from Makro Ottery in Cape Town. The first unit was faulty so I returned it and got another unit. Everything was working ok. I've been using the hob and the oven quite frequently but more the stove than the oven. 2 days ago while using the oven, after I had baked my chicken, luckily my chicken was done, but when I got to the oven to take the chicken out of the oven, I noticed the oven was off. The oven light and the switches were still turned in an on position but the oven just went completely dead. I then thought it probably switches off when the oven gets too hot (like a thermostat perhaps) but no. I waited till the oven was completely cold and tried to switch it on again but still absolutely nothing. I tried calling Makro customer care but they couldn't help
Me because everyone's on lockdown. I am so upset and angry because I bought all my appliances from Makro but their after service I must say sucks. They're just not helpful and accommodating at all. I have no idea what it could be and I even called an electrician to find out what it could be but he says it's the unit because my stove(hob) is still working perfectly fine. So according to him, there's nothing wrong on my side wrt my electrical work in my home. The reason why I purchased another unit was because the last one I had was 10 years old already and had it's days. I called the branch and emailed customer care regarding this problem, but apparently everyone's in lockdown. They don't have any people providing a service when there's an emergency. I am so fed up with these people. This means I have to wait till after the lockdown to get another unit or this unit repaired and just after the lockdown is our Ramadaan. Seriously man this is not acceptable.

When I opened the wrapping of the machine the back cover was loose and the motor was halfway out as well as the driving belt. I reported this to Makro's online e-mail platform. They send a technician from Defy to assess the machine. Defy indicated that the drum has cracked but that it can not be replaced as the machine was delivered to me more than a year ago. As I have already indicated to Makro, the machine was put in storage since I received it in January 2019. I purchased this machine in November 2018 on your Black Friday sale. Early in December 2018 your courier phoned me and said that he will not deliver this machine to me as it was dented and he will return it. Another machine will be delivered to me according to him. I went on leave middle December without receiving the machine and when I returned from leave in January 2019, I immediately follow-up on why the machine was still not delivered to me. After a few e-mails to you (of which I have record) it was eventually deliver to me, where I put it in storage as it was bought for my daughter which was in Thailand at the time.
I am certain that the same machine was delivered to me in January 2019 after I had to put pressure on you for the delivery of a machine which I have already purchased eight weeks earlier in November 2018! You must have records of the courier who phoned me in December 2018 as he knew that the machine was damaged as I explained above.

I am quite upset with this matter as I have paid R2799 for a broken machine! I feel that you have stolen my money and cheated me in giving me a broken machine.

Deon Gouws
[protected]

Zainul Bux is the most rude, obnoxious and not to mention the most condescending person at Makro Cornubia Durban.
I purchased an urn which was the incorrect item and upon return of the item was told that it was used. Further to this, without informing me that the packaged was re-sealed, bearing in mind not re-sealed by me, only after the fact that the package was opened by the staff of Makro Cornubia, was I informed that it was re-sealed. Zainul Bux proceeded to inform me that my questions as to why I was not informed it was re-sealed before opening the item was not "making sense" and proceeded to walk away without having to hear my point.
Makro cannot provide me with any concrete evidence that the package did not come from the manufacturer or that it was returned previously without being checked.
Please would someone investigate this matter and revert.

I would like a refund or repair to my couch that I ordered on the 8th of February which only arrived today on the 18th of March and the side is torn.

I have submitted a request on the website but still have not received a response.

I placed an order with MakroOnline on 1st March 2020, of a variety of 100 items. Despite their policy being to deliver items within 2-5 working days, I am still waiting.

Strangely, the only item that was delivered today - out of a list of 100 items - was 1 bottle of gin. There is no explanation, no communication, no estimation of delivery of any other items, no response to my emails, and no feedback from when I have tried to call the customer care number.
I am at a complete loss as to what to do and ensure delivery of my goods.

I see they have issued a statement that items will be limited due to coronavirus, which is completely understandable. However, my order was made nearly a week before the outbreak in SA - and I have received absolutely no communication regarding whether I will be receiving this order - or what proportion of it I will receive given these announcements made after I had placed my order (in which case I wonder why my order should be affected if it was placed nearly 20 days before the announcement).

These are trying times, and I would at least appreciate some communication in case I need to make alternative arrangements, and prompt delivery of my order.

It simply is not right that I had ordered - and fully paid - for an order for which I have no idea whatsoever of its status.completeness.estimate date of delivery. I have simply been ignored for over a week now.

On Saturday, 29 February 2020 I contacted Makro's call centre to enquire about prices for fridges. I was informed that there was a Hisense fridge on special until 1 March 2020.
I purchased a metallic Hisense 271L Combo Fridge/freezer (code [protected]).
A family member had passed away the previous week and I thought the service would be on Tuesday, 3 March 2020 and asked for delivery on Wednesday, 4 March 2020. However I was then informed the funeral would only be on Thursday, 5 March 2020.
I contacted the Makro warehouse number dealing with deliveries. I spoke to Jon Rico and I asked him if it would be possible to change the delivery date to Tuesday, 3 March 2020. He asked me for my Makro card number to enable him to track my purchase and other details.
He told me that it was sorted and the delivery would take place on Tuesday, 3rd March 2020.
I arranged for my old fridge to be collected so that there would be nothing to move when fridge was delivered.
By about 1pm I thought I would phone Jon Rico and find out if he knew more or less when my fridge would be delivered. He again asked for my Makro card number. He then told me that he had sent an email on Monday, 2nd March 2020 and he was informed that the delivery date could not be changed.
I was fuming as I said that I didn't have a fridge as I thought the fridge would be delivered as discussed with Jon Rico. I said that if it wasn't possible he should have had the courtesy of calling me to inform me that this was not possible. I would then not had my old fridge collected.
After much discussion and apologies from him (which was just not good enough) he put me through the Makro switchboard.
I was then informed that a list would be compiled that afternoon and only then would it be decided if my fridge would be delivered on the 4th March 2020.
More apologies followed which I still found was not enough as I had perishables packed in cooler bags.
I then decided to call Makro again and I was put through to Charles. He took my details and said he would get Alistair to call me.
After a few minutes Alistair did call me and I told him everything that had occurred. He also told me that the delivery could only take place the next day.
By that time I felt as if my blood was boiling and that the constant apologies I was getting was just not good enough. I still laid the blame with Jon Rico at the delivery warehouse who should have contacted me the minute he knew that my fridge could not be delivered on the Tuesday.
I then said I wanted to speak to management or else I would come to the store to see them.
Alistair then said he would speak to management and call me back. He then phoned me back as there was a van that was apparently coming back to the store and they would deliver my fridge. This after I was constantly informed that the trucks only came back to the store after 6pm and that a delivery then was not possible.
My fridge was delivered but lo and behold when packaging was removed from fridge I discovered a big scratch on the top door of fridge.
The guys who delivered the fridge told me to contact Alistair to inform him of the scratch.
I called him and he arranged for a replacement fridge which will be delivered on Friday, 6 March 2020.
I have no words to describe how angry I am at this whole delivery process. I lay the blame with Jon Rico at the delivery warehouse who should have informed me that the fridge would not be delivered on the Tuesday.
I could have waited till the wednesday but first of all I did not have a fridge and secondly he should have informed me that it would not be possible.
I would however like to to extend my sincere appreciation for the help that I received from Alistair.
I trust this complaint will be dealt with.
I look forward to hearing from you.

I purchased the Phillips Air fryer in January 2020 as a birthday gift for my wife from Makro Conubia. She used the item for about three weeks and somehow the handle of the item became loose. Today, I visited the said store and was told that the supplier policy does not cover physical damage.

With much frustration, I asked to speak the manager in charge but was given the run around that he is in training and no one else can assist.

Can I please ask someone to assist as this was a gift that my wife cannot use now and let alone the money spent on something that cannot be used.

Good day,

I have placed the above mentioned order on 2 February 2020. The delivery time on the purchase was 2 - 5 working days. I can see on the order tracking that the order was packed on 3 Feb 2020. The order however was not handed over to a courier from that day. Today is the 14th of Feb. I have phoned the call center twice in 3 days and was told they will escalate my query and I have even send an email, all without any feedback.

This backpack is for my daughter that started university and she does not at the moment have a backpack for all her books. This is not acceptable.

Can you please help me with this. I have not seen such poor service in a very long time and it is glaringly obvious that the online shopping function of Makro South Africa is not functioning even remotely properly.

Rather just skip the whole online function if it can't be done sufficiently. Customers doesn't need more poor service.

Annemie Buys

Purchased a book online on the 1st Feb 2020 it has not been received. I have made calls since the 5th of Feb for assistance there was no response on emails and the call centre is not picking up my calls. I today 12 Feb was informed via that the order was cancelled without being given reasons. My refund was not even part of the discussion. I want my refund back from Marko.

Pathetic customer care! I ordered an item online (exclusive) on 3-Feb and the wrong item was delivered. I emailed Marko Online and got no response. I then phoned the customer care and the lady said it will be escalated. I told them I have to drive over 100KM on Saturday to install it and if they cannot deliver the correct item by Friday then it will be to late. It is now Monday and I am still waiting for Makro to fix their **** up. No communication no nothing... I phone them again today and still i need to wait... it's been a week. If I knew I was going to have to wait 3 weeks for my order I would have told you to stick it!

Makro Online Support

Still waiting for courier to pick up broken watch after 3 weeks.
Makro seed it will take 5 days for courier to pick up default watch.
Reference number 501479
I received the order on 16 Jan
Watch broke on 17 Jan after 2 hour use
Reported it on 20 Jan - refer me to Polokwane Branch
22 Jan go to Polokwane Branch - they can not help me with refund
Call Makro online support again and they confirm that the watch would be picked up within 5 days from 22/01/2019
Refund will follow within 7 to 14 days.

I am still waiting for the courier and also traying to call 0860600999 but with the high call volumes, they do not answer the phone.
R500 airtime is finish

Can someone call me back and let me know what is going on. Also not working because no one is calling back.
Send lots of emails without reply from Makro online/
Very bad service
Will never buy from Makro online again

Marika Jansen van Vuuren
[protected]

I placed an order on the 15th of October 2019 and to this day I still haven't received my order. Been calling that nonsense call center with no help, even went into one of their stores and all I'm being told is someone will get back to me. Such sick service, the worst ever. Makro should leave this online business to the likes of Takealot and so on as they never disappoint. See making a purchase from Makro, kill me.

Reference: MAk2309841. Escalation reference: 500899
I ordered this device on 13 December 2019. I did not receive the device or receive feedback in december. After contacting makro online I was informed that the supplier will only open on 13 January 2020. Nothing happened and I had to call back again. After numerous calls I finally received a message stating the device was handed to the courier on 22 January 2020. I kept following up and never received any communication from the courier. Makro online advised that the device could not be traced so it was basically lost. I requested a cancellation and full refund, and was then informed that the supplier will not refund until they receive the device. This is not my issue and should be sorted between makro, the supplier and courier. I want my refund ASAP!

I placed on order online for x2 Nike back packs and paid in full. The site had some technical difficulty therefore the product still reflected as unpaid. I immediately sent through the pop. No response. I literally called them every single day for 7 days without any resolution. By the 10th day I went to your branch in Ottery and called from the store and demanded that the monies be allocated before the call ended. Which they finally did. Only to realize that there was no more stock available leaving my kids without school bags for the start of their new grades. I then requested a refund. I have repeatedly called and asked when I'll receive my monies. They do not call back when promised or respond to emails. Still to this day [protected] nothing has been paid. No one responds to me. I'm frustrated, agitated. They don't care. I don't know what else to do. They have such ignorant customer care service consultants. Please Help!

I logged a query almost 2 weeks ago and was advised that a technician would contact us to advise when they will come and service the t.v as it is under warranty and there is something wrong with it. I called back after a few days as we received an e-mail stating they need the serial number of the t.v which was not previously advised and caused delay. We did this even though we advised them that the lady where the t.v is is an elderly lady and the t.v is mounted on the wall but they said that unfortunately this is needed. We sent someone to get the serial number and provided it to them on the same day. They then advised that the query was logged with Sinotec and they would come out to service the t.v. I would call in everyday and would be told that the delay is with Sinotec and that the matter was escalated to managers at Sinotec as they could not get hold of anyone there. On Friday I was advised that someone would contact us by the end of the day to make arrangments but this did not happen.

I called in now and was advised that there is nothing you guys can do on your side as the delay is with Sinotec.

I asked if there is any way to escalate this matter as it is not acceptable to say that there is nothing you can do as the delay is with the supplier. We need assistance with this problem urgently.

The numbers provided to me for Sinotec when I called were 011 537 3777 which does not exist and 011 283 9300 which does not work. I googled them and got the number 011 238 9300 and got through to the service department who then advised that the query was only sent to them on the 1st of February. They then put me through to logistics who advised me that they in West Rand today and will only be able to collect the TV tomorrow.

Please can you refer me to your manager as I would like to escalate this matter.

Our reference number is 497590.

Kind regards
Nadia Crous