Makro Online
Reviews and Complaints

We've have logged a return now 3 times (2 x Online, 1 x Call centre) and only received a return reference number via the call centre: MAK 2344Q45. This has now been ongoing for the past 3 weeks without any action.

Today I followed up again via the call centre (no other way to follow-up), only to be told they have no return logged.

I need urgent assistance or I will be forced to escalate.

The dishwasher works perfect, but the inside is too small and I can't fit my normal-sized dinner plates so practically the dishwasher is useless to me and I need a different machine.

my contact info:
Marius Smith
[protected]

I placed an online order for product MAK2437902 on 14th Jan.2020, with immediate notification of delivery with 2-5 days. I received a follow-up text (SMS) apprising me of the product being dispatched for delivery on 15th Jan.2020. While, MAKRO online tracker (falsely) confirmed the physical delivery of the ordered product; albeit my enquiry via both Makro customer care & Support team revealed that ordered product was yet to be picked by its courier service - after a week!

Hithertho, several telephonic calls and emails to establish the status of the delivery of the ordered product remain futile, elusive and false promise of immediate delivery, scheduled for, 17th, followed by 21st and 24th Jan.2020.

Besides the payment deducted from my account for the undelivered product, I have incurred sizeable additional (telephonic) costs by being put on hold for about 15-20mins during my inquiry with MAKRO Customer Care. To add salt to an open wound, the Support team continue to send me automated emails promising to resolve this issue.

This type of poor and lackadaisical customer service is not only bad for business; it is also disappointing, disingenuous and cheapens Makro's credibility

Can anyone be truthful enough to provide me with the delivery status on the ordered product ? How can a 2-5 days delivery service be stretched to 2 weeks?

I made an online purchase on the 20th December 2019, for a LIVELEKKER Wine & Bottle Glass Buddies as it is only available "ONLINE". I got an sms and email confirming my purchase with the order number. The estimated days for collection was 40 days which is a store collection as it is easier for me that way. After 10 days of purchase which is now 30 December, i check the "track order" ticket to see how the order is going, it says "ORDER IN PROGRESS". On the 20th January 2020 i check how far the order is, to my surprise its still in the same place "ORDER IN PROGRESS". I called in on the 21st January to find out how that is possible, i get a hold of a consultant named Karabo, she tells me that the parcel is actually on the "Order in Progress" Tab and has escalated the matter to the follow up team who should get back to me within 48 hours to latest Friday and if i wanted a refund it will take 10 days to process it okay i wait. Friday(24.01.2020) comes and ZERO CALL or EMAIL or SMS regarding my purchase. I called in today (28.01.2020) and spoke to a Richard who informed me that the item is "OUT OF STOCK" and informed me that the matter is escalated to the follow up team AGAIN!. Now you tell me had i not called in today to do a follow up, i would have not known that the item is OUT OF STOCK which is meant to be birthday present for a friend, hence i bought it LAST YEAR 2019, as it can arrive before the day. I don't understand your work ethics but this was very unprofessional and I DEMAND MY REFUND IMMEDIATELY.

I have over the course of the past 3 months contacted makro online support via phone, email and social media in excess of 25 times, with either NO reply or feedback, or vague promises that the issue will be looked into.

The order had 3 wicker chairs and various other small items. The box with small items arrived via courier but the 3 chairs not.

Needless to say, I've not had anyone from Makro getting back to me with a resolution to the missing items issue. The lack of customer service from Makro is beyond appalling.

I do hope this can be sorted out ASAP.

On the 10th of January I placed an order online for a drone, a box of lego and a blender. The drone and the Lego are meant to be a birthday present for my daughter who is turning 9. After placing my order and making the payment the system told me delivery would take 7 to 10 working days. The entire time I have been tracking my order which has NOT EVEN LEFT THE STORE YET. On Thursday the 23rd of January (after 9 working days) i sent an email to the email address provided. This email went unanswered. On Friday the 24th of January (after 10 working days) I phoned the customer care line. I was told I would receive feedback by the end of the day. It is now Monday the 27th of January. I still have not received feedback and my order STILL HAS NOT LEFT THE STORE. My order number is MAK2341097

We purchased a Mygica ATV495MAX Android device from Makro WOODMEAD, it is faulty so went in for a warranty. We received a msg from Makro Employee stating that they will not send the device back for testing nor replace it nor refund us as the manufacturer has refused to assess our faulty device. They will just give us back the broken device which clearly has a software issue. My reference number for my warranty claim is as follows 2617644.

Hi,
Please could someone assist, My Order number is (MAK2297879)

I haven't had any assistance from the makro online customer service. An order was placed on the 4th of December with no deliver to date
I have spoken to numerous people who say they will escalate but nothing comes from it, when I call again the agents from the customer service make me hold and then just cut the call. This is the worst customer service ever. Long story short I requested that they cancel the order and just refund my money because this is ridiculous. The refund request was done on the 09/01/2020 and was told by a lady by the name of Lerato Thaela that the finance department will call in 12 hours to get my banking details, ref number(455307)until now no one has called and the status of the order is already cancelled.

I have been trying by all means to get some help but nothing is happening and its really frustrating.

I just want my money back and some feedback from somebody.

Thank you.

MAK2285922
I enquired about an order I placed and paid for on the 30th of November 2019 and received a reply that said one of your customer service agents will get back to me with feedback. This was after I kept on getting promises that my order was on its way but never made it to me. Few days went past and I didn't hear anything. Decided to do a follow up and received no response. Everytime I call your call centre and I give them my order number, they drop the phone in my hear. I have ran out of patience having to wait for my item to arrive. This really isn't acceptable and I have to say the worst service I have ever received from anyone.

Good morning

I work for a big company - we order online food/cleaning materials etc.
But for the past 3 times i placed an order, i cannot order milk, sugar, pasta in bulk. basically what we need in bulk i cannot order online. why is this? we are placing big orders each and every single time. But the necessities we cannot order online. I feel that Makro as a big company should be accomodating this service online. So we are then supporting other shops to buy these products, which for us is not so convenient as they do not deliver.

Please be so kind as to respond to this complaint by either phoning me or sending me an email.

Jonie Nortje [protected]
[protected]@rootscoldstorage.co.za

Ref 442101

I have sent emails, called and went personally to the Cornubia store to sort the issue of damaged product received. I spoke to Sandile Langa, Sithandiwe Mpanza who was to create a STO from Springfield on 29th December. He mentioned that he will be on leave but his manager Shaun Thomas will sort and deliver on 30th or 31st.

To date, no calls from Makro nor has the item been replaced.

This is really disturbing considering that you are such a large organisation but it proves customer service at MAKRO IS NON EXISTENT.

PLEASE CALL ME ON [protected]

I bought a Samsung tv (orderID MAK2266145/[protected]) on the 29th of November 2019 but I still haven't received my order. I later received an e-mail claiming that my tv licence is in arrears, which is not the case, and that the tv licence validation system was down on the day. I replied to that e-mail providing my tv licence number, however, I did not receive any response. This is poor service, I want my order to be delivered as soon as possible or just reimburse my funds.

Hi
Placed my order MAK2275314 on 29/11. I have phoned, emailed, wapp, phoned, emailed, on numerous occasions. A bunch of empty promises of sending with a courier, NO trampoline was delivered. It has been 5 weeks. Had to buy other last minute gift for my children, as theirs didn't arrive due to bad service from Makro.
Really heavily disappointed- when will I receive my order? How will I be compensated for having to wait this long?
Not happy customer!

On the 30th November 2019, I purchased a Dolce Gusto Lumio Coffee Machine via Makro's online shopping platform, having experienced [censored]ty service when I purchased a Gazebo, against my better judgement thinking maybe, just maybe I would have better luck this time, but NO! The stars weren't in my favour. I followed my order update each day, shipped from warehouse in JHB - Great! With the courier company Dawn Wing, One morning, I wake up and see that my package was delivered. Awesome! Only to find out that it was never delivered but confirmation on their website says it had been. I called them frantically, stressed out of my wits, I gave their watsapp number a try as well, this too confirmed that my package was delivered (Just btw, they do not have real ppl on their watsapp platform - its all robotic and automated and no help). Dawn Wing JHB says its with Dawn Wing Durban, Dawn Wing Durban says its still on JHB Warehouse floor. Samantha, Ernest.. Call Centre agents.. phone calls, emails.. calls on my expense, my money, my time, no one wants to take responsibility. Than Nazeem from Dawn Wing calls me saying Makro is at fault and they duplicated my waybill. Duplicated or not, the Physical Address is the same, I should've got it. I called Makro helpline and management was conveniently in a meeting all the time. I demanded compensation for this type of stress, I felt it was only fair that I be compensated, they not gonna pay my phone bill. Back and forth email correspondence (REF#432308) with a person by the name of Thlologelo Makukule, so vaguely responding to my email without giving me answers, without resolving my problem, but each time apologising for the "late response and inconvinienced caused". I emailed back, I told them I don't want their apologies, I wanted results, I wanted management involved, I wanted a plan, I wanted a replacement. All this pain on the expense of the customer, their investigation is not my problem, you make the customer happy. You replace the lost untraceable product immediately than go about your own internal investigations. Its over a month, I didn't get any coffee machine. I told them they stole my money, they stole my money and faked a trial of delivery confirmation to recipient. I feel swindled, angry, hurt and more angry. I don't know who to approach, what next/what do I do? I four my product, I paid their r90 delivery fee, my side was done all they had to do was pack and deliver directly to my doorstep between 7 - 10 working days and here I am, begging, fighting for my delivery. I am exhausted. A refund will take another year to process, that means I have to go through all of this again. What do I do? Please do not purchase anything via makro online. Its nothing more of a headache, a disappointment and a let down. They do not have a proper system in place neither do they have proper staff to fix a simple problem.

Good day.
I have been complaining on the telephone, facebook, whatsapp and Makro feels a feather. Since my queries started around the 15th of December, i have had no feedback whatsoever. Currently I have been holding on for a supervisor since 9:20am. It is now 9:44. I am desperate because nobody at makro gives two ticks about a customer. Some of the names i have spoken to are Lerato, Pumla, Nbalenhre, Sandra etc. I have requested it be escalated to management and someone call me. Still nothing.
What do i need to do to get service, my word. An order from 6th of December, still waiting for collection. How is that possible?

I need answers and I need them fast.

Worst service ever. i will definitely not use you EVER AGAIN! That is for sure.

I demand answers and I want them fast.

Needless to say, I am still holding on on the phone!

I am angry and irritated. Cannot believe that such a big company can offer such pathetic service.

Sandra, Ironically enough, just informed me, that the item was out of stock. That, after on every call, I was informed my order is ready for collection. I was still holding on after she said they will refund me. And . . . . . . . . . then they cut me off. I am definitely not phoning back again. I await their call and my refund!

I am so angry and dissappointed that this has happened.