Makro Online
Reviews and Complaints

Faulty garden lights, advised the call centre that the lights were faulty and they logged a return but had to constantly follow up on the collection of the faulty item. Had to go so far as to arrange with Dawn Wing, courier company (name provided by Makro)to collect faulty product. Finally arranged with them to collect on monday, 9th of December, parcel been waiting in my office since 2nd December 2019. I have still not had any feedback with regards to my parcel, received that side, credit issued etc Most pathetic service ever. Will never order from Makro online again.

I ordered two dog beds on 26 Nov 2019. The dog beds are dispatched from 2 different stores due to logistics. I received the one dog bed in the same week as ordering & payment done from the Ottery branch. I am no struggling to get the other dog bed delivered from the Cape Gate branch which is close to where i stay in Durbanville. I followed up with the call centre on Friday 06 Dec as it was at the couriers 2 Dec. To date i am still waiting for someone to call me back. I followed up twice with the call centre and guess what someone will get back to me - did not happen. On Monday i checked the tracking and it still showed pending dropout. I called the courier company who said it is on route. On Tuesday i checked the tracking again and then the message was that the customer was not available and it was cancelled. How that is possible i dont know since i gave my work address and received no communication from the courier company. I then called the call centre again and they said it shows that it is still with the courier and not cancelled. Someone would investigate and get back to me - still waiting for that call. The courier company said they would arrange for delivery on Tuesday - i did not receive it. Today i called twice and a lady promised to get back to me personally before tea time. Its practically almost lunch time and i am still waiting for feedback. I have also sent 4 emails with no responses.

Really pathetic service delivery. At this rate i will receive a simple dog bed next year and to have it refunded will be another hassle!
Order nr: MAK2249864
Olroy delux dog bed still outstanding
T: [protected]

I purchased a TV on-line on 27 November 2019, today is 11 December 2019 (10 working days) and still my product has not been delivered. I have contacted your service center several times and yet it seems as though no one is able to assist me or even advise where my parcel is in the process. I have even been given reassurances that someone would be calling me, but still nothing.
I am totally appalled at your service offered. If you do not have the resources you should not participate in Black Friday.
Apart from that your Whats app service indicates that my TV had already been delivered and your online tracking service indicates that nothing has happened since my order was placed. But you were quite fine to take my money 2 weeks ago. Where is my product?

I have placed an online order with Makro on the 26th November 2019. I was then instructed that my order will be delivered in two parts, part 1 which I have received. I am still awaiting on part 2 which is my Terrace Leisure Strelitzia Seat Pad which I have paid R 414.00 for. I have called them Mon, Tue, Wed, Thu, Fri & I have messaged & emailed them to find out what is going on and why I have still not received my goods, but it seems no one can give me an answer, or no reply which I find rather pathetic for a big company like Makro. They keep telling me that this issue will be escalated and have also assured me that someone will make contact with me shortly, and yet I wait. These guys advertise 2-5 Days expected delivery? Bare in mind it is already the 9th Dec 2019 [14 Days ago] I do not have my refund & nor do I have my goods! When I called Friday they said I will be refunded because they have no stock and when I called this morning guess what I was told "I will send this issue to be escalated" I mean What the hell! What is there to escalate you have no stock and I paid you, which means you owe me... Its not rocket science, more like day light robbery!🤬

See Reference Number: #MAK2248572
Suite 7, Steenberg House, 1 Silverwood Cl, Steenberg, Cape Town, 7945

I have placed an order with Makro online on the 25th November 2019 for home appliances for my new home. I have placed it before their 5 day black Friday deals so that it cannot influence my delivery lead time. They even had stock which seemed even more attractive to place the order with them. When placing the order they stated that the estimated delivery lead time is 2-5 working days. Which suited me 100%. By the 04th December 2019 the status of my order was "order in progress" which means that nothing has been packed or sent to the courier yet. I called their customer service line which was as useless as talking to a brick wall. The only response that I get is that they have followed-up and are waiting for a response. The customer service even stated that they have sent me an e-mail stating that the delivery lead time has been changed to 10 working days. So what they do is they try to attract you with the short delivery lead times and as soon as you have placed your order and paid, they change it. Their customer service even tried to blame the Black Friday for the late delivery even though I know that I placed my order before their deals even started. Note that to date, 09th December 2019 the status of the order is the same "order in progress", even though they have assured me that it would be delivered today. This is the poorest and most awful service that I have received so far. Makro needs a more active customer response team, this is unacceptable and to be honest I will not make use of their online delivery system any time soon.

I placed an order at 07:15 AM on 27 November. It is still in Order Confirmed status, not yet in Order in Progress. I have ordered other items from two other online stores and received one within 24 hours and the other within 3 working days but not Makro?

On Tuesday I was told it will be delivered on 6 December but when I called on 5 December I was told that the delivery day can not be confirmed yet.
So I was lied to, now I want to report the matter to a complaints or customer care manager, so they give me a number 011 797 0000 but that number just rings, no one answers. The whole Makro Online system is broken leaving customers with NO recourse! Just total disregard for customer service.

On 16 November I made an online purchase for a battery operated fan. On 18 November I received a SMS stating that the order is at the couriers. Today is 4 December 2019. I have called the call centre numerous times just to be told that they will expedite the query. I also tried calling the Head Office to no avail. I also emailed makrocare@makro.co.za (We acknowledge your request and it will be attended to within 2 working days. Kindly take note that the resolution of your request might take up to 5 working days (depending on the complexity), however, we will regularly update you on the progress.) I have often made online purchases for my private and business use, and this has now left a bad taste. Please could I either get a refund or my goods I paid for. I also suggest you change your courier company. As a business owner myself, I am appalled at the back-end of your operation. You make your Customer Care Centre seem "useless", when all they are doing is reporting on what they see on their systems. Kindly resolve my query.

MAK2234824
[protected]@christophers.co.za

MAK2257124

Playstation 4 console R3999. Delivery chosen NMR Sasol locker pick up confirm 3-5 days delivered. I have a screen copy of all of the mentioned in this conplain

Order above on 27 November 2019... been tracking the parcel online and received an sms on thursday at 16:35 28 november as below
Hi AYESHA, Your order MAK2257124 is en route to Makro Makro Sasol NMR locker. You'll receive locker PIN via SMS when it is ready to collect. Track your order online. [protected]...
On 3 December i called at around 8:05 am customer service0860600999 to query that my order is with the courier and has not been placed in locker ... it was said to me that the matter will be escalated...
Called again on 3rd December at around 4:00pm enquiring that i have no feed back, nor has my email been replied to regarding this matter and again said this matter will be escalated.
At 10:45 on 4th December i log on my profile and tried tracking the parcel and it has moved two steps forward...
saying
Ready for collection at the locker
And next step saying
Collected.

Till now the 4th december i have not received any sms with the Pin no, nor can Makro tell me why i have not received a pin or why it says on locker and collected.

Clearly even the management cant give me a valid logistical answer but to esculate with no feed back .

on the 27th November, that was the first day of black friday, i purchased a 15kg samasung machine from Makro cornubia. after paying a staff member took my booking receipt and invoice to book my machine. due to circumstances i could not take machine same time away. next day i paid for delivery to be made, arrangement was made that on the 30 Nov the machine will be delivered. on monday 02 Dec i received a phone call from the delivery department that there is no stock of the machine and waiting for stock to arrive. i insisted to speak to someone in charge and was assurred that a manager will phone. 2 hr later no calls received. i called and spoke to sash who assurred that an investigation into this matter will be done and i will receive feedback. today the 04 Dec, no feedback recieved. i have called the delivery department and was put on hold for more than 5min, then the call cut. i have tried several times and there is no answer. now i am gonna drive down to the store and make and want answers. what an innconvience. pathetic service my cell number [protected]

I have sent several messages to Jabulile Khumalo in your Customer Service / Insurance department. I have had no responses or acknowledgement of my correspondence. Will someone please assist.

LG Agents came to inspect the TV. they called twice to inform us that the mother board that needed to be installed is not available in South Africa and that we should wait 8 weeks and they will let us know if the part is obtainable.

We were told that the insurance coverage will enable for the TV to be replaced if parts are not obtainable in South Africa to fix it.

I have been waiting for an update of any kind from emails and calls around my order, still nothing, you can't get an immediate refund its take them another 10 days or so, you're basically screwed either way.

I walked out of Game because they were full and opted for an online option because my last purchase was such a breeze.

I am beyond annoyed and their customer care consultants are no help, they can't help, the don't know what's going on, they can only log a ticket for someone to get back at you, no one ever does, its phone call after phone call and emails about the same damn thing, I wanna scream

As advertised playstation 4 incl 4 games and 3 months subs for r3999 available from 27th november 2019 on black friday special, oh and 18 units per customer! 😕😢 sad! On november 26th 2019 item was in my cart ready to checkout at 7am, exactly 6:59 and 50 seconds I clicked on. Checkout (giving internet connection time) at 7:06 I get a booooo item sold out

What a disappointment
Call the store @ 8:02 sorry all sold out

What a black friday scaaaaam

Thanks makro

I ordered a Defy Dishwasher (Order number MAK2231919) on 14 November. According to the "track Progress" the order was confirmed on 15 November. Delivery was said to be 2 -5 days. It is now 8 days and still no sign of the product. I phoned your customer care line on Wednesday and was told that delivery would take place on Thursday. Needless to say, nothing received. Phoned again on Friday morning and was promised that they would phone me back later that day. Again, needless to say - no phone call received.
What have I paid a delivery charge for?
I feel that this service is extremely poor to say the least and it will certainly be my last time of ever trying to do business this way.
I want to know why the continual delays, why promises made are not kept and I feel that my delivery fee should be refunded.
Look forward to your response.

I bought a washing machine, microwave, sound bar and fridge on the 6th November 2019, and after a big fight it was delivered on the 8th November 2019 without the washing machine, I then had to go to the Makro store on the 9th to collect the washing machine, due to the inability of staff not performing their respective functions properly. Today on the 21st November I had to take the microwave back due to an irritating noise and a faulty door. Their policy states that it will be exchanged within 14 days and I only took delivery on the 8th of November, which means it still falls within the 14 days, and now they want to book the unit for repairs which according to them can take up to 6 weeks. That is the worst client service I have ever had in my entire life. I can tell you one thing, due to the inability of the sales manager at Carnival Makro, I will never go back to Makro ever again, not even to buy a pencil. I am highly disgusted.

I ordered the icemaker machine online which was delivered on the 18th of October 2019. The bottom part was not delivered only the attached top part was delivered. I made followup and no one has got back to me. Instead everytime I call, i'm told that they waiting for an answer from David who is apparently in Port Elizabeth. It's very frustrating that i can't utilize the machine and missing out on making money instead i'm spending money trying to follow up. I was told that someone would call me after 72 hours. It's over 2 week now. This is ridiculous. There are events which I need to cater for as well as customers to service and I am losing out big time. The Berlin November is coming next weekend and I can't afford to lose on it or else something is got to give. Ref no: #345721.

MAK2217122
Makro's Online support is very very disappointing.
Placed an order weeks in advance (25 Oct), and emailed specific delivery instructions immediately, and 3 more times - to be delivered on 15 Nov after 2 (as the online instruction section doesn't work).
Still have not received 3 out of 4 most important items! (Split delivery). I cannot keep taking off from work because the delivery is unorganized.
The communication from Makro online with their couriers and their clients is pathetic.

How can this be resolved?

My order was placed on 5 November 2019. I'm in Randburg. 2 - 5 days for delivery. No delivery yet, tried in vain for 2 days to cancel as I need to go and buy the item somewhere else. No contact since, agents keep saying someone will contact me but nothing. Why do they have an online helpdesk? And why are they not helping? Or sorting out queries? Really bad.

My mother's purse was stolen today in Makro Centurion. When they asked for help the assistance was terrible. At the Absa bank in Centurion Mall where se got a new card the lady that helped her said that there is on a daily basis older people that come in to get new card that was robbed at Makro. Surely I think that Makro can sharpen their security as a Tuesday is pensioners day at Makro. I also think that when older people ask for assistance that the staff can help with a smile and not like it is too much effort.