Makro Online
reviews and complaints

Waiting for delivery in order MAK2645450.
Been over 2 weeks with no progress and impossible to get through to call center and talk to an agent

This item was advertised on a 49th Birthday Special Price of R 1499.00.
however when I ordered it online they charged me R 1599.00 and when I queried why they said the price of R 1499.00 was an in store price only and not applicable to online orders.
This was not stated in the advert and I find this to be a complete and outright rip off, especially during the covid crisis time when people are being encouraged to order online as much as possible.

Needless to say I have cancelled the order and have bought one from Builders Warehouse who are selling the exact same item for R 1495.00.

if a price is an In-store price only it should be stated in the advert otherwise it is just plain theft!

I will certainly advise all my friends and anyone else I know to be careful of your advertised prices.

I returned the product (courier service collected) on 20 April 2020 for order number MAK206516.
It is 3 months later and i am still waiting for my refund to be processed.

I have sent dozens of emails to Makro and everyone ignores all emails.
My frustration with Makro has grown so much that I never want to purchase anything from them again!

I cannot even say the service is pathetic because there is no service to rate.

Give back my money, MAKRO!

Order number: MAK2615419

Order date - 20/06/2020

First, e-mail sent on - 01/07/2020 Generic Response (851742) no ETA
Second e-mail sent on - 08/07/2020 No Response

All call attempts keep you in a queue then tells you the subscriber you have called is unavailable.

Please advise, what the next step is!

I made an online purchase from Makro on 26 May 2020. I bought a bathroom tap for R649 plus delivery costs of R52. I received confirmation that my order and been received and was advised that delivery would take 7 to 10 working days. More than a month went past without the delivery of my tap. I had been following up with them, sending endless tweets and complaints on Facebook and I was ignored, then on 25 June 2020 the delivery came. The courier guy did not even let me know that my parcel had finally been delivered. He just dropped it off at the gate and left. The security guard from our complex came to deliver it to me, I am unhappy about this as this displayed unprofessionalism and my parcel could've been stolen had the security guard not delivered it to me. The other issue is that, the incorrect parcel was delivered to me. I ordered and paid for a bathroom tap yet a kitchen tap was delivered to me. I complained once again and Makro, in their defense on Twitter told me that I had made an incorrect order which is a lie because the tap they say I ordered only cost R300 and I paid R701.57 and i can prove this. They promised me 2 weeks ago that somebody will contact me to explain the way forward on this incorrect parcel that I have with me, 2 weeks later, nobody has contacted me - they are quiet. Every time I have to complain on social media, and even on Friday I complained on Twitter and was ignored as usual. I need them to collect their tap and either deliver the correct tap or refund me my money. Please help as I am tired of the lack of service and delivery from Makro thereof. They don't respond to emails, it is difficult to get through to them. They make a lot of empty promises on Twitter when they finally respond.

Phoned call center om Friday 3/7/2020. Person that I spoke to said that delivery would take place on that same day. Never received delivery, phoned again Tuesday 7/7/2020, person advised that couriers picked up package and she is going to follow up for me why delivery was not done yet. Either courier company or Makro would phone or email me, nothing happened once again! Is it my responsibility to keep on phoning and following up on this extreme bad service from Makro? On Tuesday I was on the phone for 16 min... Can somebody please just come back to me on this order! Am really not happy with this very poor service.

I have placed an order with Makro Online and paid for it on 5 June 2020. I received my order confirmation mail on the same day with order number MAK2582832. I sent a follow-up mail on 19 June 2020 given the 10-14 working day period for delivery warning on website. I received an automated reply that my complaint was logged and a consultant would get in contact with me within 2 working days. 25 June 2020, no contact from Makro and I sent a follow-up mail requesting feedback. 29 June 2020, Makro replied with poor mail stating that complaint was logged and they did forward it to the shop responsable. 3 July 2020, sent mail again with request for feedback, no response, no products and when logging into my account the order status remains the same as from 8 June 2020, "Order packed, waiting for courier handover". We complain the economy is down and everybody suffers from COVID 19 lockdown rules and when business can start up again this is the poor service they provide. I have ordered from Makro in the past and had no problems.

I cancelled my online order(MAK2586618/[protected]) to the value of R926.00. My order was confirmed as cancelled by the online agent. A few days later I get an invoice from the store and the delivery van pulls up with my order. I sent the delivery back as the order was cancelled. I then followed up with the online agent and she confirmed it had been cancelled, but unfortunately, it had already been dispatched. Since then I have logged 3 calls with proven escalation emails, ranted on every platform possible and now I'm here. If I don't get a response here, I will demand my refund at the store. This service is disgusting and I will never recommend shopping at Makro online. Please don't blame this on covid 19, it's taken 26 days for you to process an online refund to a loyal Makro customer. You also fail dismally in your customer service department and contact centre. The stores should also have a direct line as a backup contact. It is so sad that I have to beg for my own money, I'm sure if I owed you money there would be legal calling me daily. I'm disgusted.

I have purchase wine an liquor online on the 9th of June 2020 with order no: 2591796. Today is the 2nd of July 2020 and it is still not delivered. I made numerous calls to you online number and were told on the 25th of June that the matter was escalated but still no delivery. I have also send e-mails and days later I got a lousy reply that if the matter was not revolved up to now I need to contact Makro again! As I am typing this I have been holding on for 25 minutes on your [protected] number. It took 13 minutes before my call got through to a consultant and since then after she took my information she has put me on hold for more than 12 minutes and still has not come back to me yet. So I am hanging up now. And once again Makro has stolen my money!

online purchase was done in April, some goods were delivered others not I was informed they were out of stock. An email was sent to me on 11/05/2020 requesting banking details, proof of purchase etc. to process the refund, I responded with all requested details. Since then I have been following up weekly and given the same story - "the matter has been escalated to Finance and it is still pending- no answer as to when the refund will be processed"

It's appalling at such big company treats its customers so poorly, not once have I received a call or an email for an apology which shows MAKRO simply does not care about it's customers. On 30/06/2020 I called to follow up yet again and was told yet again the matter is still pending I requested to speak to the supervisor and was kept on hold for over 45mins.

Makro does not have the systems and the capacity to handle online orders and therefore should not be operating in e-commerce. Do the executives even look at the number of complaints that are on social media with regards to online orders? And why are they not treating this as a matter of urgency?

Hi

My Order number: MAK2584737
- 300+ Litre Defy Fridge / freezer

Can someone please investigate … Online order was not received but your system showing it's delivered ?

I've also send e-mails every day and also phoned numerious time with no feedback as promissed.

I'm phoning every day A FEW TIMES and I everytime I need to wait for 15-20 minutes before someone answer or they drop the calls. When I do get through they cannot assist as they don't know what happened, . Everytime they escalated my complaint they inform me I need to wait 7-14 days.
My order was stolen of just missing der is missing or stolen

Makro customer service is pathetic.

Order number: MAK2584737
Method: Courier Delivery
Estimated delivery: 10 - 14 working days
Order Confirmed06 Jun 2020
Order in progress
Order packed06 Jun 2020
Handed to courier10 Jun 2020
Delivered

Thank you
[protected]
Theo & Marita vd Berg

I ordered a washing machine and two chairs on 23 March, hoping that it will be delivered before the lockdown of 27 March. It was not and I am still trying to get any response from Makro. Received an order number (MAK2443675) same day and then a message to say that my order was packed on 26 March.
After 6 phone calls to [protected], three of these were answered with a promise that they will trace the order and come back to me (never a word!) and the other three just rang for 12 minutes and then I was cut off,
I also sent 3 emails, the emails were recognized and a promise given that they will contact 'the store' and come back to me, but absolutely nothing!
The Makro w.app helpline [protected]) just kept ringing - 12 minutes at a time and the w.apps I sent got an automatic response, saying my order was packed.
The Makro webpage had a contact hotline email option, It took me to a page with an 'Error ID !VxOpW' Each and every way I tried to contact someone with my problem, I ran into a dead end! It is now 3 months since I paid the R5 687 and I am getting nowhere, cannot get anyone to talk to!

I ordered on the 8th of June and according to Makro Nelspruit my order was delivered, but according to the courier company they haven't received a package for delivery yet.

My online profile says delivery completed but I havent received anything. No answer from Makro till today.

Ordered a coffee machine and payed for it but now I have no money nor a coffee machine?

Good Day,

On 01/06/2020 I booked a Sinotec Tv at the Makro Okavango, reference number (2641364). I was informed of the 21 day waiting period but I was also told that I would be updated and communicated with via sms as to where in the process the unit was. I left feeling confident about the interaction as a whole.
This morning as the 20th calendar day dawned I thought I would follow up with the call center as I have had no communication as of the date of the booking in. After spending 15mins total waiting to speak to a consultant a gentleman took the call and was as amazed as me when he picked up that no communication was sent to me and then advised me to go into the store.

I then made my way to the store and spoke to a consultant that when asked the question as to where the unit was or how far the process is she simply defaulted to the 21 day turn around time, it was then that I asked to speak to her line supervisor. After a while her line supervisor popped out and I explained to her the whole story again after which she wanted my cell number. I told her it was not a matter of not being loaded correctly as I already received the first sms to state the store has received the unit. It was at this point that I asked her to get the most senior manager because I was not going to leave without a proper explanation as to what was going on. I proceeded to take out my cell phone and video taped how long I would be forced to wait, 10 minutes passed and when Leon Van De Merwe whom I advised was being recorded. He proceeded to insist in a prejudisticly charged way that I stop the recording as it was against store policy. He could not tell me why my unit was still at the store, nor could he tell when it was to be collected and sent to JHB to be repaired. So to recap at this point : the unit has been in store for 20 calendar days with no communication between the store and myself. He proceeded to try to intimidate me when asked why I was not told about the delay. When asked if I was the first customer to complain he said no, not even the 4th or 6th. This is when I asked a simple question, when the first few complaints came in why not simply send out mass communication to convey the delay he simply shook his head, When asked when Sinoctec repair centre had opened he simply shook his head, when asked when was my TV along with all the others will be booked he simply shook his head and got more upset as though I was the person telling him that after waiting 2 months without a tv (because I tried to book the unit in a month prior under level 4) I told him that I did not know when or how it will happen.

Being treated like a second class citizen in this time of uncertainty should be something that we should be striving to work against but this was clearly not the prime directive of MR Leon Van De Merwe, nor was it to simply give me a turn around time nor make the effort to call the Sinotec repair centre to find out any information. He simply insisted that was the end of the conversation. I will be posting this email and the video showing how long I was made to wait and the initial exchange between me and him.

An urgent response would be most appreciated.

Regards,
Rory Payle.

I placed an online liquor order on the 22nd of March 2020, and it stipulated I would receive it in 2-7 days. I paid online as well. Lockdown was announced thereafter and I kept phoning to ask if my order would be delivered before lockdown started on which numerous people stated and promised it would be delivered before lockdown started. This, however, never happened. During lockdown numerous people contacted me promising delivery when lockdown was lifted. Lockdown has now been lifted for a month and I'm still waiting for the second part of my delivery. I have been phoning, e-mailing and threatening to cancel my order unless it's delivered. No one is giving me proper feedback or are even able to indicate when I will receive my order.
This was the last time ever I'm ordering anything from Makro. I have been disappointed more than once by them and I'm done with this company.

Hi, my TV broke, no picture, not switching on. Please refer to the above order number.

I went to Makro carnival on 13th of June 2020, reported the problem.

A request order was made.
To date I have not received a response /call from the technician, as promised through emails. Really frustrating.
Can you please speed up the process /advice

Thanks Themba Nkosi [protected]

Absolutely appalling service from Makro online, linked to Makro Crown Mines.

Makro employees involved and never got back to me:
Makro Online call Centre:
Ntabiseng
Teboho Mokoena
Sifiso

Reference: MAK2519262

Makro online website said courier picked up delivery, Wumdrop website said parcel not ready for collection. Between the 2 entities no one had a clue where the delivery was. I had to call and hold on for 30 mins a day over 4 days to get Makro crown mines online manager to locate my parcel and then another 3 days of calling in for further 30mins at a time to get them to deliver.
Will never recommend makes online to anyone! Absolutely pathetic service! Incompetent staff that do not take responsibility, managers included!

I have been waiting for more than a month for my refund from Makro Online. I have purchase a product online from Makro. A few days later they delivered the incorrect product. I made contact with Makro to inform them of this and was told to return the product to the local store as they could not collect the order due Covid 19 regulations and shortness of staff. I returned the product to Cape Gate Store and was told that the online store would refund me within 5 business days. Goods was handed over to Michelle Roberts. Since handing over the product nothing has happened. I have been back to the store and left numerous messages with the Online Call centres. I have list of reference numbers mails and empty promises but no refund. Every ones says they will investigate and get back to me.

I am at the point to go to the media with this and vent my frustration to get some reaction. I have been scammed out of my money. R 1150 later no product and no money. Too how many online clients does this happen to?

Order MAK2442620 ordered online, 23 March2020, tracking noted goods packed. 27 March Lockdown level 5.
1 June Level 3, called Makro who promised delivery would be between 2-7 days max, especially since these were already packed. Called again twice, same promise of escaltion. Oder was paid on 23 March and no delivery.
My first and definetely last attempt to buy from Makro.
I understand that many orders placed but my order was already packed on 25 March and awaiting courier.

I want a REFUND, It does not work. I ordered it online, then I went to Strubens Valley to get a REFUND. I was told to phone. I've been on hold for 58minutes wasting more of my Money. MAK2566849 is my order number. I am HIGHLY DISAPPOINTED, MAKRO service is horrendous. That was my 1st and LAST ONLINE PURCHASE.

GET BACK TO BE ASAP PLEASE!

THIS IS SHOCKING