Makro Online
Reviews and Complaints

I bought a vaccuum cleaner online, but after two days I decided to return it as I wasn't satisfied with the performance.
Makro Online advised me to return it to my nearest store, being Germiston, on 12 April.
It's now a month later, and I've not received a refund.
The only contact name I have is that of ENDRICK RIKHOTSO, who undertook to sort it out for me, but has done absolutely nothing, and doesn't respond to my numerous emails. The complaints department telephone remains unanswered.

Complaint: I bought Ryobi 43cc Petrol Brush Cutter Machine on 27 January 2018, card no. [protected]. In March I started experiencing a problem that there was no pressure when starting it . I bought a new plug and petrol filter but there was no change. I then took the machine to Makro stores on 16 April 2018 reference no. 2497682. They told me they would send the machine for repairs and contact me when the machine is ready. Within that same week they sent me two SMSs confirming that they are busy with the machine and it is in for assessment. I am unemployed and the reason I bought this machine is to make some income in the house. When I did not receive any further information I started panicking and phoned on 26 April 2018 to check what is happening and it was only then that I was told that I had to pay R381.23 before they repair the machine. I paid R381.23 on 28 April 2018 and asked them why they did not contact me as they have my contact number, and the lady who assisted me could not answer, but merely apologized and promised that they would contact me as soon as possible. I have lost some customers and income of ± R2 000. I phoned the store on 30 April and Veronica told me they do not have a driver to go to a place where the repairs are done. I argued with them saying how can such a big store only depend on one driver and showed them my frustration from losing business. I demanded to speak to the manager and was told she was not available. Yesterday, 3 May 2018 I spoke to the manager and told her how disappointed I am with their service, she promised that she would phone me back and she'll make sure I get my machine as soon as possible, but have not received any calls from them.
My name is Godfrey Bongoza [protected] in Port Elizabeth
Email my sister([protected]) at Ntombenkosi.[protected]@mandela.ac.za

I bought a Trimtech edge cutter in september 2017 and after 6 months the machine stopped working. After disassembling it and putting it back into the box as I originally bought it I took it to Makro in woodmead to returns with the original receipt and box. The gentleman booked the machine in to send it to Trimtech, which was still under guarantee. Repair 2498467. I reveived a quote back ( bear in mind that this machine is 6 months old) of R 460 for a machine that is under warranty and they furthermore told me it was the motor! That is the whole machine. After explaining to the lady at customer care by the name of Geraldine that this can not be the case as the machine is under warranty/ guarantee she told me to call Trimtech myself. I bought the machine from Makro and Makro should be responsible for either 1. Giving me my money back or giving me a new machine. Furthermore on reading up on reviews I see that this VERY SAME MACHINE has given many consumers the same problem and Trimtech has done the same with them ( trying to make excuses and charge them) for parts when under gaurentee.
This is not acceptable and not the customer experience I expect from a big company line Makro.
Additionally this is the second time within a short period of buying a product from makro they have done the same thing to me. I will not longer be buying one thing from makro and will take this matter further!

Brought in for repair on 26th March. Phoned at least three times regarding progress - answer "still with supplier" and it can take 6 weeks! Yesterday 20th April received sms saying supplier has quoted for repair and I have to accept. How can I accept when I do not know how much it is? Have received no info in this regard. Phoned at least 5 times to find out BUT call centre answer and then dead end - repairs counter do not answer their phone. Very, very frustrating. Easier to take appliance to an independent repairer - I most certainly will do next time.
Assessment No. 2493631

From: Tanya Sibbley (Merchants)
Sent: Wednesday, 18 April 2018 16:42
To: 'Mxolisi Ntanzi' ; '[protected]@mails.makro.co.za' ; Tanya Sibbley ([protected]@gmail.com)
Cc: Justin Sibbley ; Judy Smale ; thabiso.[protected]@mackro.co.za
Subject: RE: Machine replacement ASAP. Order no :828350

Good Day

No response received on my previous question, I am extremely concerned that a serial number is been asked when this purchase was made on line? How do you guys not have this information on hand.

Kind Regards
Tanya Sibbley

From: Mxolisi Ntanzi [mailto:Mxolisi.[protected]@makro.co.za]
Sent: Wednesday, 18 April 2018 11:18
To: Tanya Sibbley (Merchants)
Cc: Justin Sibbley ; Judy Smale ; thabiso.[protected]@mackro.co.za
Subject: RE: Machine replacement ASAP. Order no :828350

Good day Tanya,

Could you please provide us with the serial number for the washing machine as we need send it through to defy.

Kind Regards
Mxolisi Ntanzi
Online Manager
Makro Strubensvalley
A Division of MASSMART Holdings Limited
Tel: +[protected]
16 Peltier Drive│Sunninghill│Sandton│2157
E-mail: mxolisi.[protected]@makro.co.za │www.makro.co.za

From: Mxolisi Ntanzi
Sent: 18 April 2018 09:47 AM
To: Devan Vandayar; Sandy Inglis
Cc: Justin Sibbley; 'Tanya Sibbley (Merchants)'; Judy Smale; thabiso.[protected]@mackro.co.za
Subject: RE: Machine replacement ASAP. Order no :828350

Good day,

Please see below query from the customer and advise?

Kind Regards
Mxolisi Ntanzi
Online Manager
Makro Strubensvalley
A Division of MASSMART Holdings Limited
Tel: +[protected]
16 Peltier Drive│Sunninghill│Sandton│2157
E-mail: mxolisi.[protected]@makro.co.za │www.makro.co.za
From: Tanya Sibbley (Merchants) [mailto:Tanya.[protected]@merchants.co.za]
Sent: 18 April 2018 08:24 AM
To: Judy Smale; thabiso.[protected]@mackro.co.za; Mxolisi Ntanzi
Cc: Justin Sibbley
Subject: RE: Machine replacement ASAP. Order no :828350

Good Day Mxolisi

Please take note that the second washing machine was delivered on the 14/04/2015, when installing it and putting it to the test, the exact same problem/issue, where the machine was leaking and gushing out water happened. This is clearly a defect on Defy washing machines. I called in a technician who advised the outlet pipe was faulty on both these machines.

Having said this, Makro is liable for all damages to my floors based on both faulty machines. Please ensure this email takes priority as I will not accept the fact that it will not be covered by you.

Your urgent and prompt response is needed and a phone call to acknowledge my email.

Kind Regards
Tanya Sibbley

From: Judy Smale [mailto:Judy.[protected]@makro.co.za]
Sent: Thursday, 12 April 2018 08:58
To: Tanya Sibbley (Merchants) ; thabiso.[protected]@mackro.co.za
Cc: Justin Sibbley
Subject: RE: Machine replacement ASAP. Order no :828350

Good Day Tanya Sibbley

Hope this email finds you well.

Please be advised that we have escalated your query through to the relevant people, We will revert back as soon as we have a concrete response from them.

Regards,

Judy Smale

eCommerce Online Support Consultant

A division of MASSMART Holdings Limited
P/Bag X4│Sunninghill 2157│South Africa
Massmart House│16 Peltier Drive│Sunninghill 2157│Sandton│South Africa
Tel: [protected] / +[protected]
Email:anthony.[protected]@makro.co.za Web: http://www.makro.co.za
Fax: [protected]

From: Tanya Sibbley (Merchants) [mailto:Tanya.[protected]@merchants.co.za]
Sent: Thursday, April 12, 2018 8:52 AM
To: thabiso.[protected]@mackro.co.za; Judy Smale
Cc: Justin Sibbley; Tanya Sibbley (Merchants)
Subject: FW: Machine replacement ASAP. Order no :828350

Good day Judy

As per our telephonic discussion, my washing machine was delivered and connected on Tuesday 11-04-2018.
On Wednesday morning I had put a load of washing in the machine and resulted in the machine overflowing, water then started gushing out of the machine onto my laminated floors causing major damage to it.
Urgently collect the current machine and have it replaced.
Needless to say I have additional cost due to this faulty machine..

Your urgent acknowledgment and feedback regarding this email will be appreciated.

Regards
Tanya Sibbley
[protected]

This email and all contents are subject to the following disclaimer:
"http://www.dimensiondata.com/emaildisclaimer"

itevomcid

Good day

I'am so unhappy with poor service at Makro Cape Gate.
I am a small company that supplies goods and services to different Entities in South Africa and I have been purchasing those goods at Makro SA. I have never had a challenge when it comes to deliver those goods at this entities.

I have an experience with Makro branches in Gauteng and Free State where they assisted me with the deliveries in this different entities. Reason being my company does not have a truck to do so.

Makro Cape Gate & Montague Gardens does not do deliveries for perishable foods, which it makes my job difficult and I ask myself why other branches in South Africa do the deliveries except the branches in Cape Town.

Hope my complaint will be attended soon cause my business is at stake.

The Crime I made was to buy a cellphone using my Makro Account. I now just found out that I was registered to RMCS contract when I bought my cellphone. What happened to asking if one wants or not want a contract? How do u do that to your customers? I trusted you guys with my personal information and you just do as you please. This is a big disappointment and security risk. You more than welcome to call me on the number you put on contract : [protected].

The ordered item was delivered on the 5 April 2018 and the packaging was removed, it was evident that the item is reject as per the photos attached. This is rather disappointing as I truly believe that Makro is great company as my past experience has been excellent however in this case I feel that Makro has left me with bitter taste in terms of customer service.

I trust that this matter receives immediate action to remedy the problem as per the attached.

I sent my Tv for repairs on the 16/03/2018 and to date I have not received updates on this. whenever I call all I get is we will follow up and call you back and no one ever does.

I have called Makro Wonderboom more than 8 times and I am still not getting assisted .
I even went there and was advised they will contact me they have just been too busy.

I in the meantime have to stay without a TV and do not know when they plan to fix it.

My Makro card number is [protected] and this happened at Makro Wonderboom in Pretoria.

The service there is frustrating to the least and all I want is my TV back.

Dear Sir

Three years back or so I bought a Generator In PMB kzn, later I returned the Generator because it faulty. Later when came back to collect my Generator I was informed that the Generator was sold. I have I have been going there for couple of times now and they keep promising that they will give a new Generator. I would like to formally complain to you now. I hope this will be resolved as soon as possible.

Thanks

Monwabisi Ncayiyana

I transferred R12, 000 to Makro on Sunday 11 March 2018, I have done this many times before. I went to Makro Riversands on Thursday 15 March, I was told that the account number I had deposited into is for Woodmead. They phoned Woodmead and the money was transferred to Riversands. When I got home I discovered that the bag I had bought had a hole and the two grass mats were the wrong size. The grass mat is R538.00 and the bag is R799.00, Total which I am owed by MAKRO is R1 337.00

I went back to Riversands on Friday, 16 March to return the goods. They demanded the bank card I had used to purchase the goods I told them it was an Electronic Funds Transfer. The Finance Dept said I will not be given a refund, if they give me a credit note I will not be allowed to cash it. I left the goods at the store and I left after 2 hours without my refund. I want my money from Makro my refund of R1, 337.00

Good day,
We are disappointed in the way your company is conducting business as
In 2011, The Director of Kenlim Consultants used our company Cheque to purchase at Marko Nelspruit, she used three (3) cheques, 2 where paid and one was return by the Bank reason signature not Cleared.
Makro card details: [protected]
We found ourselves being listed on judgment in 2018 by Makro Nelspruit after 7 years, We never received any documents related to this judgement or black listing process or summons to pay this amount .
When I have applied for a company loan we were declined due to judgement with Makro in 2018.
I went to Makro Nelpruit where I have spoken to Sibongile Shongwe, Who advised me (after speaking to Craig Hirst from Head office) to pay R7300 outstanding account. She gave me the Makro Banking details with reference N0 .I have paid the full R 7300 and Send a Proof of Payment by email and I never received an acknowledgement of payment by Makro and I am still listed on Credit Bureau.
I went to Makro Nelpruit on 14 Mar 2018 and spoke to Sibongile Shongwe, who told me she is still waiting for the head office but she received my Proof of payment and Gave me the details of Craig Hirst(HO) who is waiting for the Lawyer to come back to him. I have called him and left a voice message but nothing is done.
We are requesting a letter of acknowledgment of payment received and settlement of account, please note that Kenlim Consulants never had an account with Makro and this was a cash buy by the director using Makro card in 2011. And we consider this act as unlawful and infringement of our right as Kenlim Consultants never had any account with Makro .Please consider this email as formal notice if we do not receive any response after 7 days will take action further.

Regards,
Daniel Mbonzi
Technical Director
Kenlim Consultants
Tel:[protected]

My Samsung TV was collected for repair by "Panaservice" on 19 February 2018 and all answer I get from them is "waiting for spare parts", and promises to phone me back "within 15 minutes" but of course they do not phone back.

Extended Warranty Policy No 116344

My Makro card No is [protected]

The "Panaservice" reference is "Job No J15199"

Please resolve the issue and have the TV repaired within the next few days.

To Whom It May Concern,

My husband and I were at Makro Polokwane on 24th Feb 2018. We decided to go back the following day to purchase our needed products as the que was very long and we had other priorities to attend to. We were near the exist at the back of the building when I suddenly stepped on a wet and slippery substance next to an empty teller. There was a big mess of something that was messed and not cleaned up. No staff member came to offer assistance or ask if I am alright. My husband asked where the cleaners are whilst helping me up... they just responded by saying "sorry". I was so embarrased with all the onlookers waiting to pay for their items that I just rushed out- my shirt and pants were soaked through to the skin on the left side of my body from the substance on the floor and I didn't want to cause an unneccesary scene. My ankles, wrists, knee, leg and back were paining. I am still experiencing pain in my right ankle, right leg and knee, back, left wrist as well as left side of my body. I have no medical aid or funds to go for a check up to my GP. I do understand my body could just be bruised and will heal, but what if I sustained an injury in my wrist/back or ankle with permanent injury that I could have trouble with in the future?
I need this to be acknowledged and taken up on behalf of Makro Management (Polokwane).
Furthermore I would like Makro to take to task on the poor reaction (should I say no reaction)from the staff who witnessed this incident when it occurred.

I hope to hear a response from you shortly.

Kind Regards

Anthea Nel
[protected] / [protected]

I logged a complaint on this website last week on the 9th and I was promised that Mr Chetty who is the online manager at Makro Germiston will respond to me. Regrettably I have not been contacted by him or his representative on the 16th. This is obsolescence and it's unacceptable. I bought goods online on 24th November 2017 and Makro Germiston were handling my order. My goods were not delivered. There were four items of which one was delivered and I had to follow up about the rest of which two came. The last item is still not delivered on 16th of February and I have been in contact with the online manager at Germiston who doesn't give feedback to me and even when I call his direct office number he doesn't pick. When I call reception they put me through to him sometimes he picks up and tell me they're dealing with it with the courier and he will contact me and he will never contact me again. I logged complaints here and nobody else has contacted me aside from an email saying that I will be contacted and yet I'm still waiting for feedback today. I don't know what else to do all I know is I want my money back or even the stepladder that is missing in action can be much appreciated.

I have orderd a washing machine 8 day ago. Order nuber is MAK792399. I have phoned two times already asking where it is. In the mean while im sitting without a washing machine. Last night at 20:00 a driver from makro whatzapp call me. I had to call him back due to bad reception and he was very rude saying it is not his problem if signal is bad and cant phone normally due to no money.

I understand you have alot of orders but that is your problem not mine. Im a paying customer just like everyone else.

Im very dissapointed with the service i received from makro really.

Makro : Thank you for placing order MAK792399. To track progress of your order, visit the My Profile section on www.makro.co.za. [protected]

I'm very disappointed in the way I am being treated by the Germiston manager Mr Chetty. I have been in contact with him to resolve the issue of my stepladder that was not delivered by the courier. He does not call me back with feedback and when I do call him he ignores my calls. The staff also tried their level best to get him to call me but he doesn't. It's been 3 months now of trying to get my money back or even the stepladder. I am starting to suspect collusion. I suspect that they colluded with the courier to steal from innocent customers especially because they know I'm far away in Empangeni and they think i will give up on my money eventually if I am being ignored.

I bought the laptop op 12/11/2017 and downloaded the office package that went with it and then I could not work on the Internet. I did not think to check my data because I have 1GB a month and never use all my date in one month. I took the computer to Makro the following day (13/11/2017) and they told me it was out of data. I came home and bought another 1GB, same story. I again went in the following morning (14/11/2017) and all my data was again all spent.

I went on holiday and when I came back I took the computer to Returns where they told me that they have to send it away and that it will take up to 6 weeks. Last week a phoned to enquire and they said that Makro will inform me as soon as the computer has arrived. I again phoned in on 6 February and a guy at Returns promised to look into the matter and let me know. He did not get back to me. I again phoned on 7 February and was then informed that my computer has not been dispatched but was still in their storeroom. A technician was supposed to come to the store to fix it. I went in this morning, was there at 9.30, there were 7 employees standing around at the Returns counter, nobody offered to help me. I then enquired where I have to go to get service and at that stage they offered to help me.

I told them it was unacceptable to wait 5 weeks for your laptop and then to hear nothing was done to it. I asked them to refund me as I was not willing to wait any longer. According to them, they phoned a technician to come to the store to fix the laptop or alternatively the technician can come to my house. I also spoke to another manager who confirmed that I will have to wait.

There was no technician that came out to look at the laptop, instead someone from Dell in the Phillippines phoned me. He did not inspect the laptop online, just decided that it was downloads of Windows 10 that takes up my data. Apparently, you do not get a warning of an upcoming update, where you can decide whether you want it or not - it just downloads.

I am 70 years old and do not have that much knowledge about technology. I have an old laptop, and as I said, I never had a problem with my data. I cannot afford to buy more data for all these downloads and the guys at you computer department did not inform me of these regular and big downloads. The computer is now worthless as I cannot activate my mobile wi-fi, as it takes all my data. If the salesperson told me about these downloads I would not have bought this laptop.

I know Makro has a return policy of 7 days and I was in the store twice (as mentioned above) and if they have told me at that stage that the downloading of Windows 10 will be an ongoing thing, I would have returned the laptop.

I must say that I am very disappointed with the service that I have received and it it clear to me that the staff is not properly trained or does not take the time to inform a client of all the relevant details.

I would therefore appreciate it if you would refund me and send the laptop back to Dell, as it is now worthless to me.

Thank you very much and hope to hear from you soon.

Regards

Marie Siebehagen

I have a big problem with the rude and inefficient staff including elthea the manager at cape gate branch. I went into the branch in december just to be told that the repairers are all closed and i need to come back in january. I went back on 13 january just to be told to come back on the monday. I went back on 19 january - the tom tom we bought from makro is faulty - i phoned tom tom and they told me to take it to makro to be sent to them. Anathi assisted me on the saturday and on the monday the manager assisted me...But what pathetic service. He promised me the tom tom will be sent to the repairer by tuesday 23/01. I have been phoning makro non stop - leaving messages and phoning to enquire about the repair. I was told by angelique and unathi that they are still waiting for the tom tom to be returned from the repairer. Today 01/02/2018 elthea/althea told me the tom tom was never sent away.

What type of service is this. My husband needed the tom tom because he is travelling cross border.

Althea was extremely rude as well - now 3 hours after i phoned her i still have had no reply from her.

Why does makro sell products and when you have a problem they tell you it is out of warranty...So what if it is out of warranty...I spoke to tom tom and they advised me to take it to makro so makro can send it to them...Why sell products if makro tells me - i was told by anathi - that tom tom is a problem to have prepared...

0n 07 December 2017 I took the faulty Dell laptop to Makro for repairs because the screen was not visible when switched on, I was told to leave it there and I will receive feedback withing 2-3 weeks, I waited but did not receive feedback the whole of December, I went there twice in January and asked how far is the repair because its been too long, first a gentlemen went into the store room to ask the ladies about my query, they responded from that room saying tell her to wait, the supplier has just opened, they will sms her, second time I got the same story. third time I found the lady that booked the laptop in she told me she will contact repairs and find out what is causing the delay and call me back the following day which is 31 January 2018, indeed she called me the following day and told me to come fetch the laptop (not fixed) and call the repairs people to come fix it in my office, apparently that was the procedure that was suppose to be followed in the first place.

I am so dissapointed in Makro, keeping my laptop for two months without an explanation is really disappointing, my business was not moving for two months because of failure to communicate about the laptop I use for business, I am heavily pregnant, the inconvenience of me driving to Makro so many times to get such pathetic service and queuing for service I did not receive in my pregnancy hurts the most, my makro card number is [protected], please take your laptop back I will go somewhere else and get a better service.