Makro Online
reviews and complaints

Ordered 6 shelves from Makro, respectively 20 and 24 March 2022. To date no delivery. Received an email from Makro on Tuesday last week confirming that goods were delivered, I wasn't even at home. Have been enquiring about both orders since Tuesday last week via both Makro's telephonic and whatsapp customer care, no feedback. Purchased 6 shelves from another supplier this morning and sent written confirmation to Makro to cancel and refund both orders, total in excess of R5,000. Also requested for them to inform courier to not deliver as I will not be accepting delivery. Consumer Protection Board will be contacted should refund not reflect in my bank account by Friday next week. Makro online shopping pathetic!

My name is Mr. Ratali and I’m a regular customer at Makro stores. Today I had an extremely bad experience with the Makro Carnival branch.

My wife & I decided to pop by to Makro to purchase a few items & whilst browsing we seemed to be very interested in the Skyworth 65” SMART TV.

A Salesman by the name of “Max” assisted us with the sale of the TV, TV License, Universal bracket etc. The first & most important question I asked Max is if the TV will fit in my back seat of my BMW F30 of which he replied most definitely as we initially came in to buy a 50” TV but upon Max’s negotiation, we decided why not?, he also advised if not he will make a plan. So we proceeded with the sale.

To cut a long story short, once my credit card swiped & approved, Max couldn’t be bothered, he then rushed us to the front & advised that he will get his boys to pack the TV. He then arranged to security guards of which walked with my wife & I to the car. They respected Max’s orders & decided to fit the TV in the back seat. Once I noticed the dimensions & that it would not fit, I advised both of the security guards & asked them to remove the TV as I kept on yelling, you are going to mess my up my doors. They forced the TV in & out, upon pulling the TV out, I’ve noticed they had damaged my door rubbers & my door panel -

(Hendrehet Stone has the pictures as proof)

At this point the box of the TV was destroyed. I then decided to walk back inside the store with the one security guard to lay a complaint, Max was trying to cover himself & inform me that he will replace the box but I asked to speak to the manager. The sales manager arrived after 20min & told me he will refund me for the TV, so I asked the question who will pay for the damages of my car, he then replied I need to take it up with the security company. (Note: This happened on Makro premises & it was a Makro employee who ordered for the service of the security guards.)

This was already 30mins later, I then had no choice but to phone my family member who holds a very senior position for the Massmart group of which he advised me that I should get the store manager & risk manager involved & lodge a formal complaint. Johannes & Hendrehet then arrived & I’ve explained everything to them. Johannes then asked for the TV to be tested & advised that I should pay for the delivery, bearing in mind this was now an inconvenience to me being there +/- 2hours. He also advised I should request a quote to have the door panel & rubber replaced as it’s unrepairable.

(You can refer to the pictures)

My ask from you is for you to see this complaint & resolution through with the security company & ensure the damages are resolved. In all honesty and my personal opinion I don’t think the security company should be held responsible but Makro themselves, as it was a Makro employee who faulted & also ordered the security guards to execute as per his orders. That’s totally up to management to decide, all I want is for my car parts to be compensated.

Attached is a quote received directly from BMW East Rand (Dalpark)

Please treat this matter with high priority & urgency, please also ensure that I am compensated for the damages that occurred on Makro’s premises & which has been a fault ordered by a Makro salesman.

I would also like a daily progress & ETA of resolution, failure to do so from your side will leave me with no other option to go right to the top.

Thank you

Regards,

Mr. Ratali

This is my second complaint, I’m scammed by Makro, I bought a laptop Mak3492626 online from them on the 27th February I haven’t received until today, I called millions times, sent emails I did everything up until 23rd March I got an update from them on my emails letting me know that my order is delivered, I almost fainted how? where? I called immediately but all they did they said the supplier was from outside, couriers bla bla, so the agent ended up dropping the call. All I need is my money back, I’m a student I need to study for my computer module please 😭😭😭

Good day

I have issues with my defy dishwasher for about 5 months. we have logged a several complains of which I might have the reference numbers. Here is one such reference number 1997597. If you use this number, you will be able to trace the rest of the numbers.

We have had at least 3 to 4 technicians out here & they all have different opinions & theories about what the problem is. The real problem however, is that we have to live with with this machine which does half a job.

After this this time, we were told on the 9/3/22 that they were deciding to replace or refund, and they would contact us very shortly. Almost 2 weeks have gone by and now I get an email (ref 2227537) that the support staff are attending to the problem. It appears that we are starting from scratch.

I have been dealing with Makro for over 30 years, and all I ask is for good, honest, respectable service PLEASE.

S Reddy

[protected] / [protected]

Makro card number [protected]

I purchased Toshiba Washing Machine 8kg online that was 1March 2022. I was told delivery is done within 5-7 days. Up to now washing machine is not delivered. I want my money back and go purchase at Game. I am desperate please help. When I called their call center they put me on hold for a long time, when they come back they tell same information I can online. Call CENTRE staff are pathetic and useless they are clueless about their organization.

Hy I bought a HP laptop with Makro online in the 27th Feb even today I’m still waiting,please deliver my laptop tried sending emails calling but no assistant,I hate Makro with their bad service,courier company is very bad 😭😭😭😭Deliver my laptop ASAP I paid my money,I'm just a student who needs what belong to them.MAK3492626 is my order number..Suicide is much better than this..No one tried to get in touch with me no one,yet the couriers said they tried to call on the 8th okay fine the address was there also why they didn't show up at my door.I hate Makro shame the stress they're giving me is unbearable..The consultants make empty promises some makje you wait to finish up your airtime without being assisted

I ordered a twin feeding pillow on the 7th on February and delivery was supposed to have taken place by the 16th of Feb but it was not done and there was no communication from Makro. On the 17th I called to cancel the order and I was given a ref number 2232841. On the 18th I called to make a follow up because the courier and tried to deliver but my sister (whom I had bought the pillow for) told them to return it as the order had been cancelled. I was informed by Thobeka Nhlapo that she was escalating the matter. I called on the 25th and I was told the same thing.

I called again on the 28th and I spoke to a Nthabiseng who told me they were dealing with my ticket and when I asked what that meant she said they are trying to locate the order. I told her I didn’t want the order located, I wanted my money back. She instead put on hold with music playing for more than 10 minutes and she kept checking if I was still on hold. This is very rude and unprofessional.

I then dropped the call and spoke to Richard who also promised to resolve the matter. Mind you I had already received an email from Makro in the morning that my order had been delivered which was a lie because my sister had been called by Makro trying to deliver it and she again informed them that they must not because the order had been cancelled.

I ordered some items online from Makro Woodmead in November 2021. The items were delivered in December however with some items missing. I called customer care, emailed them through out December. Followed up again in January 2022 where I now had resorted to wanting a refund. The responses I received from the customer care were there's a backlog/we can't communicate directly with the store/we have escalated the issue etc. As a customer I'm actually defeated.

Please help.

I ordered liquor from makro online on the 18/11/21. Product was delivered on on the 25/11/21 but 2 boxes were short delivered. Receptionist signing for delivery noted on the delivery note that it was short and made driver from dawn wing sign confirming. I logged complaint with dawn wing and got no joy. Then logged complaint with makro customer care. They keep on telling me that they are looking into it but I is now over 2 months. I am very frustrated and not sure who I must contact to resolve this.

Order; mak3430838 - waited too long for my delivery - and when I got my delivery - the box was damaged - and when I started to open in the desk was a complete mess - makro customer service respond to your emails weeks after.

Order; mak3425974 - courier 3-

Courier collected on the 17th Jan, still waiting for my parcel,

Makro customer service just never calls you back

I'm also still waiting for a refund

MAKRO ONLINE ORDER - MAK3439002

25 January 2022 - Online order placed, payment processed and packed by Makro, Springfield Park, Durban KZN. (Invoice received by email).

26 January 2022 - Courier (Dawn Wing) collected the 3x items from Makro for delivery in Pietermaritzburg "within 2-5 days".

27 January 2022 to 1 February 2022 - Phoned Makro customer care 4 times and sent 3 follow up emails to customer care. Informed telephonically that my complaint will be escalated via email to couriers that will contact me.

1 February 2022 - To date no communication or delivery from couriers. Adult recipient(s) of order available at house delivery address 24/7.

Excerpt courtesy from lawforall.co.za in terms of the Consumer Protection Act - the law protects South African consumers against late deliveries when shopping online.

"The Consumer Protection Act, 68 of 2008 (CPA), is not the only law that protects consumers but lays a solid foundation by promoting a fair, accessible and sustainable marketplace for products and services. The CPA entitles consumers to the delivery of goods and performance of services as agreed and in an acceptable manner, also when shopping online. This means that late deliveries in South Africa are unacceptable. Suppliers must deliver goods on the agreed date, time and place. If the specifics haven’t been agreed, the supplier must provide the products within a reasonable time. Any delays must be communicated with the consumer, and if delivery is late, the consumer is allowed to cancel the transaction without penalty. The consumer has the right to claim a refund, interest (at the prescribed rate), as well as any costs incurred due to the supplier breaching the terms and conditions of the agreement."

In the event of the 2 x 12 bottles shrinkwrap x 1 liter Schweppes Indian Tonic Water (24 liters) nearing close to the expiring date by the time it is delivered I will have to return the batche(s) for a full refund.

I purchased a French door fridge on the 11th of December 2021 and later received an email from Makro saying my order was stale. I made a follow up on when will I get my refund and was told the finance department was closed for Christmas holidays. The first of January I then received an email saying my order was processed. This morning I called makro to find out the status of my order, the consultant said that I must wait for 40 days from the date of purchase. To say the least I'm disgusted with makro's service

I ordered items on the 2nd of December, today is the 24th, still haven't received what I paid for. Makro goon Karabo Makola says they've delivered my order and they'll tell me who received it, but they've since gone quiet.

I've included
Carron Hendricks *********** (invite to Mailtrack)
Leonard van Zijl *********** (invite to Mailtrack)
Lynette Snyder *********** (invite to Mailtrack)
Mpho Moruthane mp**************** (invite to Mailtrack)

to the mail string but none of them will respond. I hope when they see their names on here they'll be inclined to tell me what happened to the order I spent my hard-earned money on. I understand how the concept of "hard-earned money" would be foreign to them seeing as how they cannot get anything done without the customer screaming, kicking, and literally causing a ruckus!

I hope that whoever looks to employ these people in the future finds this thread and treads carefully with these people.

Purchase made on 26 Nov. No delivery yet. No answer to my complaints. No idea when they will deliver.

Nobody bothers to answer a complaint mail, or returne a call.

The absolute LAST time I order online from Makro.

The WORST SERVICE EVER!
DO NOT PURCHASE ONLINE FROME MAKRO!
Purchased a Fridge for R12999.00 on 25 Nov 2021 online and til today 09/12/2021 i have not yet received the PAID Fridge, when i phone and follow up i am being told that the fridge is with the courier WUM Drop which also seems to not be able to tell anyone ANYTHING!
When asking Makro for a refund i am told that it would take 7 to 14 business days to process the refund.
I have been phoning since last week and keep getting the same info but nothing is happening!

Online order #MAK3303253
Placed the order on Thursday 25 November 2021. Delivery estimated at 3-7 working days.

Have folllowed up on NUMEROUS occassions and keep gettinge excuses like "Black Friday", limited stock, staff on strike etc.

Firstly, Black Friday should never be an issue. If you cannot handle the capacity and logistics, then don't take part in Black Friday.

The website now says "Place your order before 8 Dec 2021 for pre-Christmas delivery. " How can the company make this promise if orders placed TWO WEEKS ago are still IN PROGRESS!

Service levels are ridiculous! I want a definitive answer as to when our Stove and Hob will be received!

I made a purchase on the 24/11/2021 at Makro Silverlakes and paid for delivery 8km to my house. Apparently deliveries were too busy and they could only arrange it for Monday 29/11/2021.
Then on Saturday 27/11/2021 they decided to deliver, no call before to find out if it is ok. Just showed up at my complex called to say the delivery is waiting to be accepted.
I was not home and we had arrangements for delivery on Monday. There have been no contact after that, I tried the numbers available 0860 300 999 or 0860 600 999 I suggest no one waste their time and airtime calling this number because no one will answer.
I had to take off work and go to the store which was just another waste of my time as no manager will show up, the staff at the customer care desk called all over the shop and each person pushed them to the next until they finally pushed me to the next place directing me out the building to go speak to some other person who might or might not be there at online delivery.

Friday 3/12/2021 I received a call asking if I have been assisted and the lady said she arrange delivery for Monday 6/12/2021 which I agreed to, then in the afternoon as I sit in my meeting at work the makro delivery guy calls from my gate with my delivery.

I am highly upset with makro service, firstly there is no customer loyalty, theres no assistance. I've reported this on the WhatsApp number as well, they take all the details and never call.
I want my Purchase or I want my money.

Order Number MAK3259920.

I orderd a bicycle online for my 7 year old. A 20" bike that was on specail.

Let me give some background. My girl sold her old bike and saved for the whole year, to buy an new fitting bike. As the old one got to small.

We ordered on the 1st of November. The 17th the courier delivered. With much disappointed it was the wrong bike. It is a 12" with side wheels.
Picture on the box is correct but not what was inside. We phoned customer service and logged the return. The same day. 17th November 2021. And send (I don't know how many) emails. With no feed back what soever on when we will recieve the correct bike and what must I do with the wrong bike? Nothing nothing nothing.
I ask for feedback on email . As I work with small children during the week. Jus for incase. No feedback emails. And I can say. That there was no calls to my phone. Please advise what must I do. Today is the 3rd of December.

Note. The box we received. Is, as is. We took nothing out. As we could clearly see it was the wrong bike. We closed the box and sealed with tape.

I made an order on Monday 29 November and the order was delivered to me today but the order is not complete ...only R79 worth of the R508 goods I ordered got delivered and was invoiced. I tried calling the Makro number over and over but it was not going through.

At this point it is an inconvenience to me as I needed the goods by Friday and yet I am still waiting on most of it and my money is gone.

Very disappointed.