Makro Online
reviews and complaints

Dear Macro
Event though you have amazing products your service an staff pretty much break that down very fast. I bought a treadmill and bike (Trojan - who will also be hearing from me). You confirmed delivery on Friday. I waited for 3 hours. Then on Saturday you came to my house without warning when I was not there. The you promised you would call on Sunday. I told you delivery person I would not be home in the morning, then you delivered the product in the morning. Now there is a very heavy treadmill in my doorway that I cannot move at all. I give you 48 hours to move the treadmill upstairs and assemble it or remove it from my premises and give me a refund. A core requirement of a delivery coordinator is clear speech - your coordinator does not articulate at all and it is very frustrating to try and communicate with him. That on top of the fact that neither he nor your manager (Chris) has proper coordination or communication skills. Please advise how you would like to proceed. I will now wend this letter to Trojan also.
Regards

Cindy Jordaan
[protected]

I called Makro Carnival onthe 15th November to find out if my company can pay with a cheque on collection of items next week as we need it urgently as our company takes almost a month to clear an EFT payment. A lady Pinky Langa assisted me and told me she will transfer this matter to someone who could assist me. I then emailed them on the 15th November to again say we are paying with a cheque and is there anything else i need to know. I called the day before collection (21.11.2018) where i asked again what is the process and will the order be ready because our company is almost 2hours away from Makro, they transfered me to cheque clearance department where i spoke to a gentleman who assured me the stock will be there and our driver just needs to bring his ID along. I got a reply email from Paulinah Mohulatsi asking if i sent the proof of payment so they could have ordered it before collection date, attached to this email was my original email stating that i am paying with a cheque on collection of items? Our driver drove all the way for nothing!

Makro online is the most worst online service outlet you will ever encounter. They just don't care to deliver your product on time and no one will inform you if your order will be delayed. After phoning them for 3 days each call centre agent gives me a new excuse and s haven't received my order. Can expect it from them as their IQ is lower than the ground.

I visited Makro Cape Gate on Tuesday 13 November to make use of the national campaign which promise a 10% discount to all Pensioners.

I am a pensioner which I proofed to Makro by providing my GEPF pensioners card. I was then registered as a pensioner and was in a position to received my 10% discount every Tuesday. I visited the Makro in Cape Gate regularly and always received my discount as promised on non-promotional products. Then apparently the rules changed without informing their clients and Makro still advertise discount to pensioners but only over sixty years old.

I am not living close to Cape Gate and had to drive all the way to Makro for my shopping, just to find out that the discount that Makro is offering still says it is a pensioners discount, but it is discriminating against early retirement and pensioners board because they are medical unfit to perform their duties.

I am feeling that Makro is misleading the public by advertising a pensioner discount while it is actually an old age discount that they offer. I escalated the problem to the branch manager _ Johan Swanepoel and he provided me with a contact number to the national Makro Office. Which I phoned on Wednesday to log my complaint. Makro was not very helpful and promised to phone me back but did not even ask any details on my name or contact details. That was just a way to get rid of me without trying to rectify the problem. I feel very offended and discriminated to and would like to make all public aware of the misleading advertisement that Makro is using while discriminating to certain pensioners. I am taking my complain to the newspaper if Makro can not provide legit reasons for such discrimination.

The Russel Hobbs kettle and toaster pack was marked for R699. When we got to the till, the bill showed R1199. We queried it and they said the black one is R1199 and the silver one is R699. However, that is not how it was marked. We were very upset, we left our entire trolley and walked out. The advertising was bad and we were given attitude. Very bad customer service.

I placed on online order on 1 November 2018. Order number MAK1009839. The order was successfully placed and delivery was shown to be 3-5 working days.
I phoned the Makro call centre on Thursday 8 November to follow up on delivery. The lady said that it would be delivered that day. That didn't happen and I didn't get any message/sms/email of any kind. I phoned the call centre again on Friday 9 November. The lady promised that it would be delivered that day. That didn't happen and I didn't get any message/sms/email of any kind.
I phoned the call centre today - Monday 12 November. The call centre person was the first to actually put me on hold and follow up on the delivery. He replied that the courier/delivery company will phone me back within 30 minutes. He also said that he will phone me back after 30 minutes to find out if the issue was resolved. That didn't happen and I didn't get any message/sms/email of any kind.

I'm trying to purchase yoga mats on more for less, tried about two weeks ago and still trying! no one helped me when I called. It is advertised at R169 each if you buy 2 at R200, when I purchase 2 it adds up a total of R400 instead of R200. Please urgently help and correct the error! No joy, phone in is a total waste and I hope this helps as I don't see people are being replied to... Thanks

On the 10th of October I purchased a HUAWEI E3531 Wireless Cellular Modem and i have since been waiting for it to be delivered and it hasn't been delivered till date. I have sent two emails and no one has bothered to call me and I called them and spoke to Anthony who said it will be delivered before 5pm which was a week ago and till date it hasn't. I called again and got Shane who said will check for me and will call me back and he never did. The date today is the 29th and my product hasn't been delivered and I paid for it.

I bought the ultimate edition in August. When I arrieved at Centurion Makro to collect the game on the 26th of October, the day of release, the game has not arrieved and the agent I spoke to said they can't reach the suppliers.

Luckily the next day I received an SMS stating my product is ready. When I opened my product I did not receive as per Makro's online shop details. The ultimate edition has a few extras included, namely a physical map and a steelbook as well as in game extras which you receive via a online code. I did not receive any of this. Meaning I paid R1500 for the ultimate edition but only received the normal game.

This is a vomplete ripoff and I need to onow what Makro is going to do are they going to refund me the extra R500 I paid or are they going to find and give me the extras that I paid for?

This is absolutly unacceptable to not receive what I paid for and what they website clearly stated!

Mince was 80% fat/lard. Got a picture of contents.
Staff were very unpleasant, not helpful, like I was in their way while shopping.
Lamb was not the best grade. Lamb pack was labeled lamb but cooked and tasted like mutton. Meat looked artificially coloured.
Tellers wanted to force carry bags instead of boxes. R4000 was spent so alot of bags would of been used.
13/10/2018
Major card no. [protected]

I bought a trampoline online on 25 Sep 2018, today is the 16th of October and I am still waiting for my delivery. After he first week passed, I phoned the Monday, they said delivery will be Wednesday, Wednesday I phoned, they said Friday, Friday they say Monday. Now everytime I phone, they either put me on hold, or tell me they will phone back, but I never get any feedback. All they say is tomorrow, but it NEVER ARRIVES!

WILL NEVER BUY ANYTHING FROM THEM AGAIN!

Good morning

Yesterday when I knocked off at 17.30pm, I got 3 missed and 2 messages from a certain number, that was from Makro's delivery guy. After reading his messages, I phoned him back as I was driving back home and asked him that who did he leave my washing machine with and he said with Mike then I said who is Mike then he said it's a security guard from my place.

Well I don't mind at all cos securities mostly sign for me on my other deliveries if they get delivered while I'm not back from work but I normally request them in advance so that they are aware and I also ask the delivery man to drop his phone when he has arrived and I call him back then ask him to give the phone to the security and ask him to check if it's the right delivery before he signs.

Now your delivery man said he got to my place and found Mike and asked him to please check if I'm there, then "Mike" said he doesn't know me but yet he left the machine with Mike. I said to him what if Mike really doesn't know me as he said and how would you know if he'll take that machine with him or what cos securities get changed now and then and I don't know Mike either. Then he said he was doing me a favour cos he thought I want to use it urgently and it's not his problem that I didn't answer my phone when he phoned me. I tried to tell him the reason why I couldn't answer his phone calls and he dropped the phone on my earbwhich was very rude and unprofessional .

1. Which favour did he do me? A favour that I paid for, I didn't get that machine for free but I paid for it including delivery.
2. Not even my fiancé talks to me that way if I didn't answer my phone including "when I'm off at work " so who is he to talk to me like that? Who said everyone is permitted to answer their phones on duty? I'm working in a very busy theater and cellphones are not allowed not that I ignored his calls intentionally!
2. I phoned Makro early this week and requested them to please deliver the machine Friday at 4pm cos I'll knock off at 3. 30pm but it looks like that person forgot to put my request on the system which is I don't have a problem with cos mistakes do happen to anyone.

But my concern is with this very rude delivery guy. Please train your delivery men about customer service and professionalism. I can't be shouted but someone I'm not even related to simple because I'm allowed to answer my phone on duty.

Above it all he said if I don't want that washing machine he will go and fetch it cos he stays around where I'm staying and I said you are more then welcome to do so. And when I got to my flat, the securities that started at 6pm said they know him, he normally does deliveries for most people in our flat and he is very rude. They said he came to collect my washing machine 5mins before I arrived.

Please tell me how do you use rude people for such a wonderful company?

Please contact me on [protected] between 12 and 12.30 today midday regarding my delivery and I don't want to see that rude driver called Phathu.

Thanks

Hi Team (MAK975529)

This is my very 1st online order with Makro and probably my very last…

When am I getting my item delivered? It's been over 12 days, delivery was quoted between 2 - 5 days! I have been calling the whole day today, getting cut every time after holding for at least 10 mins, the Call center is USELESS, I was promised delivery last week Thursday then it moved to Tuesday at 2 pm still no delivery and no communication from them, just empty promises.

Where is my item?

Good day

I made 2 online purchases on the 31st of august. I received the one order, and not the other. The item I did not receive was my garmin.

My reference number is mak946390

I did lodge a complaint online, and this is the response I recieved:

"good morning,

Thank you for your email,

Firstly we would like to apologise for the experience that you have encountered with your online order.

We are consulting with the courier for clarify on the pod below and to assist further.

We will advise with the feedback.
We sincerely apologise for the inconvenience caused

Kind regards,

Endrick rikhotso

Makro online shopping

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]│fax: +[protected] │

Email: online. [protected]@makro.co.za web: http://www.makro.co.za

This was the email sent to me on the 24th september 2018

Today is the 8th of october, 2 weeks later and still no response!
I really don't know why it takes so long to resolve this matter.
As mentioned, please deliver my garmin or please could I have my full refund!

I purchased 8 boxes of Piemans pies, two boxes of which were expired.
After numerous of my requests to speak to a manager, i had to wait almost 3o minutes for them to try and get me a manager in which they failed to do, and to date still haven't received a call. I received no apology and was told very abruptly that they do not do compensation. Clearly that I had to make two trips to makro through to no fault of my own at my expense does not affect Makro. Clearly customer service or wellbeing is not a priority.
Service is atrocious, they refuse to take accountability.
Çlearly a food health and safety hazard.

good day, I purchased a dishwasher defy DW175, I used the dishwasher and found it was not drying the dishes. I called Makro and informed them, they sent over a technician and he tested and found out that the dishes where not dry. He wrote a report that we need to use rinse aid even though I told him I used rinse aid, my call was closed and I escalated this to Makro Springfield. Makro then sent this to Defy and defy sent another Technician out to site, he came with rinse aid and filled the dish washer. the next day he called me and I advised him that the dishes are still not yet dry. I am now waiting for Makro to get back to me with a proposed solution as this dish washer does not work for me.

I would rather they take this dishwasher back and I buy another one that works for me and one that has a fan in it

thank you
Alvin
[protected]

I've been trying to get a hold of you one of your call center consultants for two days now but the phone keeps ringing and I'm tired of listening to boys to men I need to speak to someone so u can make a plan to finish paying my loan sooner my contact details are [protected] I would appreciate it if I can get the call as in yesterday and now I'm trying to sendmy email I'm advice that I should complain more otherwise my complaint won't be taken seriously I mean what kind of a company are you running here

28 September 2018

I have been a loyal customer for many years, which implies that I have spent thousands of rands at your trading establishment.Unfortunately, I now regret each and every cent spent.This is due to a range of events which started with a rude cashier who whilst I was standing next to her switched on the belt, and wiped it over and over without acknowledging my presence.Eventually she allowed me to put all my items down.She proceeded to ring up all the items but in a overly rough manner whilst sighing.Unfortunately (for me) there was an item with a bar code that did not register on the computer.She proceeded to call someone, after informing me in an abrubt manner that it doesnt have a code so I can't purchase it.I mentioned to her that there are more or less 40 of the same items just next to us in the isle shelves.The person who she asked, came back after some time has passed and informed me that there is only one item of its kind and he thinks that it is part of a bulk package that was opened.I left the cashier and showed him more or less 40 of the same items just next to us in the isle shelves.He then over and over said, like he was talking to himself in his head, but out loud, the bar codes are the same, the bar codes are the same...when we got to the cashier with more of the same items she once again rudely rang up the item throwing them down and saying it's not on the system.I asked her to call her supervisor.She yelled supe.A lady that is apparantly a superviser then went with the man that I accompanied to go and look for the price of the item, also in the shelves.She then brought a tag which read 4 x of another item which was not the item that I was trying to purchase, trying to convince me that it was the price for same item although the label clearly stated that it wasnt.The cashier also started to clean the floor and took out a lot of bags and other items from her station whilst all this was taking place.So let's come to a point - I was met with a rude and unwelcoming as well as disrespectful cashier, then I was lied to about the item not being in the isle.Then a supervisor tried to steal money as she brought a label that was at least tripple the price of the item that I was trying to purchase.The cashier proceeded being disrespectul during the whole ordeal.I will always think about this experience when I visit your establishment and try to think about whether I can also find the items at other establishments like checkers and chamberlains which is situated next to you.I always try to convince my patients not to leave our country as one out of three of them have recently started this process.However, it is starting to make sense.It is about the little things like this, there is nothing bigger.

Good Day

I purchased 5 x Hi Sense 10kg Front Load from Norma( Hi Sense) who assisted me ver professionally with her sale.I then looked at the Samsung Heat Pump dryers as I am opening a small business laundromat. I asked Norma if I could a discount on the heat pump and she went to another Makro Manager to Nolene who offer me 500 each off the Samsung.Yesterday i noticed the item was marked down by 1000 each and was disgusted to be cheated off a discount of a further 1000 each as I bought in bulk.I approached Norma who called Robben Lea Urban Vedders.She did not see the necessity as to why the previous lady saw it fit to tell me it will go on promotion two days later at a reduced price.

I feel Makro acted in bad faith and should reimburse me for this gross marketing way.

I respectfully ask you attend to this matter in urgency.

The items are still boxed.

Regards

Roger

Are these the kind of mails you send clients when saying thank you for a quote received? In the same breath the audacity to question my company name.

- Can you kindly accommodate my try-and-failure of a (Tongue-in-cheek) moment ? Don't be upset.

In an ideal world your guyz company would have been Estate Management Solutions
Your uniqueness ended up with Solutions Estate Managem…..

After receiving a quote : Clients often start by " Thank you we receive a quote ….
Your uniqueness got the better of you again & u go ‘‘ ….. receipt of the quote ….we thank you"

The Manager's name is Anna-Marie
Can we change to Marie-Anne ? LOL

Thanx 4 the business.