Makro Online
Reviews and Complaints

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.

I have no reason to believe that I will receive any response from this email, since my experience so gat has been that Makro is content with taking money from online buyers, not delivering PURCHASED goods, and then washing their hands of follow-up customer service.

I ordered a KIC chest freezer from Makro Online on 25 November 2019, and of course my credit card was charged to confirm the transaction. Indeed, Makro's Carnival Store Fleet Division phoned me to arrange for delivery, which I explicitly requested for 8 December 2019 (this was also communicated via email on the date of purchase), only for my purchase not to be delivered - ever.

I have phoned Makro's Customer Care Centre three times since only to be told, without exception, that my query has been escalated to the follow-up team. Clearly no one is following up on the follow-up team's dedication, since I have yet to receive so much as an SMS.

It is more than an entire month later, I am approximately R2900 out of pocket, without anything to show for it and no recourse. The last agent I spoke to, couldn't provide me with Head Office's details, but I assume since the general staff don't portray any commitment to customer service, the morale in the Ivory Tower won't be much different.

Is this the kind of "First World Commerce" Massmart brought to RSA...?

Chanté Dunckley
[protected]

Good day.
Purchased a fridge with Makro online with the Black Friday week special Makro was running.
That was on the 29th Nov. 2019
I have yet to receive the item. Though online it shows it has been delivered. This is really unbelievable. These people play with your money and time. Everytime I call theres excuses. And I'm the one spending my airtime money calling to hear these excuses.

I requested my money back and now hear after I asked them to refund on Tuesday 24th December, that they haven't logged the refund. Makro makes promises they cannot keep. Call Centre provides no help.

One sits in dire need and they do not understand what they put is through. I don't just have this kind of money laying around that I can just go get another fridge.

Deeply disappointed and want this reported. And I want my money back as soon as possible.

24 Dec 2019

Call Center. What customer service do customers get from call center?

Macro doesn't even have there land line on the internet. How poor for such a big store. I needed something urgent which I found on the internet at Macro and wanted to call them first to find out if they have in stock, because I am in a hurry. When I searched the internet, I could only find a call center number. I called the call center, but like all call centers, you always have to hold on for ever. After almost 10 min, someone answered the phone and gave me the land line for Bloemfontein. I immediately called them, but until now, which is 2 hours later since I started to call them, still no answer. Poor, poor, poor

Luzelle Britz
[protected]

I was at Makro Brakpan with my two small children. I didn't find what I was looking for as it was sold out. I went to the entrance as I did not buy anything and the queue was very long. A lady by the name of Dawn then said I must stand in the queue to be able to go out? I then continued walking out at the entrance as I waa not spending three plus hours in a queue only to be able to leave the shop. She then continued threatening me and saying next time they will lock the door. That is appalling customer care!

I bought 3 TVs from makro edenvale.
I reported the one not working. Th call centre didn't help. I went back to the branch. They didn't help and told me to call a third party (which I did - 011 524 0764 - Xecutronix) this was company was recommended by the onsite support. They also did not help. I then called multiple numbers of makro support
-Edenvale branch manager (didn't answer)
-Customer care ( call ref 458174 - 40 mins on the phone nothing accomplished) asked to talk to a supervisor. Wasnt put through nor was given a call back after 4h.
My problem is still not solved.

Today is 20 Dec. I have finally received the first half of my order that I've done on-line on 27 Nov as part of your Black Friday promotion. Pity that the quality of the small plates of the dinner set (read chips at the bottom and on the edges) is rather disappointing
Outstanding still are the gazebo and two bottles of red wine.

Please advise of the road ahead - will this still come in the next few days or otherwise you will have to refund me?

If I look at all the complaints on the internet, Makro is certainly not yet ready to offer online shopping because you simply do not deliver.

Please note: you the worst company to do business with... I will post you all over internet... And hello peter... For people not to make use of your store... I bought dishwasher through your store online... Then got notified that you had no more stock... After trying several times you'd number online... And been putting on hold... To find out about my refund of r5999.00 that you people are to lousy to refund my money back into my account... I will proceed to hand this over to my attorneys... You lousy as I a company I ever came across!
My contact number : [protected]...!

I ordered a parcel (MAK2273903) on Black Friday 27th Nov, received an email saying it was at the locker on the 3rd Dec, and I would receive a code. No code arrived and since then I have emailed numerous times and called 6 times to the call centre with zero help, and no feedback.

All I get told is the parcel was despatched. No one calls me back or replies to emails or gives me any feedback. Its been 3 weeks of extremely frustrating, annoying calls - worst customer service ever. And still no parcel!.

The follow up department can't be spoken to directly, team leaders are unavailable and the call centre people have zero ability to help in any way or do anything.

Good Day

Please can you urgently assist me. My call was logged on the 27/11/2019 and on the 5th Dec my TV was collected. Till today I have no feedback on what is going on with my TV and when will I get it back. My ref 400962. This is rather urgent and need a response as soon as possible. I have been called your call centre and was holding on for 30 min plus with no answer. This is very upsetting.

Kind Regards
Bibi Fatima Van Dawson
[protected]

On the 02/12/2019 i did an online purchase for Samsung 7 inch tablet.
The item was supposed to be delivered from the Makro Pietermaritzburg to springfield branch.
I have been tracking the order for 10-12 days - Phoned the customer care on the 18/12/2019 they tell me the order is ready to be picked up from Pietermaritzburg- I told the agent i requested it to be delivered to springfield- she told me she need to get her follow up department to check with the pietermaritzburg branch. After speaking to the agent i went back online to track and see status delivered . however no sms received to confirm pick up. Called again customer care agent tells me she does not know where the parcel is she need to get follow up department to check with the courier service and it will take 48 hours. I cannot believe what a pathetic service has been provided. I need this matter resolved urgently as this was a christmas gift bought and i demand to be compensated for the frustration and anger created.

Online order #MAK2256398 NOT DELIVERED
I purchased a lawnmower online on the 27th of November 2019.

On 11 December 2019, I received an SMS to notify me that the item was handed to the courier and that I would be contacted soon.

On the 17th of Dec I had still not received the lawnmower so I checked my account and it shows that the lawnmower was delivered?

I called the online support number and after waiting for 15 minutes for an agent to answer I was then put on hold for a further 10 minutes while the agent tried to contact the courier.

The agent came back and said they are unable to get through to the courier and that they would escalate my query?
They were also unable to give me a waybill number?

I have since emailed Online support, Makro care and have sent private messages on Facebook all with zero response.

Can someone please advise when I will receive my lawnmower?

Regards

Marylynn Andrews

Good Day

Below mail was sent to Makro with no feedback.

Thank you for the delivery of my purchase but am really disappointed at the state that it was received in. This is an electrconic item and obviously very expensive.

Please arrange for this to be exchanged as I am not prepared to accept an electronic equipment per the attached pics.

Many thanks for your assistance and co-operation in this matter.

Thank you

Rabeen
[protected]