Makro Online
Reviews and Complaints

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

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!