Makro Online’s earns a 2.5-star rating from 649 reviews, showing that the majority of customers are somewhat satisfied with shopping experience.
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Formal complaint regarding undelivered tv order and poor service
Formal Complaint Regarding Undelivered TV Order and Poor Service
Dear Makro Customer Service Team,
I am writing to formally lodge a complaint regarding the unacceptable handling of my recent order (Order Number: MAK 8461373, Waybill Number: NA0122704). Below are the details of the situation, along with my concerns:
Order and Delivery Promise:
I placed an order for a TV on 29th [Month], with a promised delivery date of 2nd [Month].
On the 2nd, I called to inquire about the status, as the tracking app only showed the order as "packed." The call center agent assured me the issue would be escalated and the item would be delivered the next day.
Financial Impact:
I arranged for a technician to install the TV on the evening of 2nd [Month] and paid a call-out fee.
When the delivery failed to arrive, I rescheduled the technician for the 3rd, 4th, and 5th, incurring additional call-out fees.
Repeated Failures in Communication:
Despite numerous calls to your customer service and assurances from your team, the issue remains unresolved.
I contacted Deli Express (Value Express - Logistics), only to discover they had no record of the waybill number. This reflects a serious lack of coordination between Makro and your courier service.
Escalation:
I have now instructed my lawyer, Jan Nel of Swart Redelinghuys and Nel, to file a claim for the costs incurred due to this issue.
I will also escalate this matter to your CEO via LinkedIn, report it to the Consumer Goods Council, and share my experience with the Featherbrook Estate community forum (comprising 1,003 homes).
Given my history of purchasing 13 appliances from Makro, this is the most disappointing service I have ever experienced. As a loyal customer, I expect better service and accountability.
Resolution Sought:
I demand the following:
Immediate delivery of my order with clear communication on the delivery timeline.
Reimbursement of all call-out and installation fees incurred due to the delays.
Contact details for Deli Express management to address their failure to handle this delivery.
Please respond promptly with a solution to this matter. If I do not receive a satisfactory response, I will proceed with the outlined actions.
Sincerely,
Marina Sander
Contact: [protected]
Email: [protected]@gmail.com
Dear Makro Customer Service Team,
I am writing to formally lodge a complaint regarding the unacceptable handling of my recent order (Order Number: MAK 8461373, Waybill Number: NA0122704). Below are the details of the situation, along with my concerns:
Order and Delivery Promise:
I placed an order for a TV on 29th [Month], with a promised delivery date of 2nd [Month].
On the 2nd, I called to inquire about the status, as the tracking app only showed the order as "packed." The call center agent assured me the issue would be escalated, and the item would be delivered the next day.
Financial Impact:
I arranged for a technician to install the TV on the evening of 2nd [Month] and paid a call-out fee.
When the delivery failed to arrive, I rescheduled the technician for the 3rd, 4th, and 5th, incurring additional call-out fees.
Repeated Failures in Communication:
Despite numerous calls to your customer service and assurances from your team, the issue remains unresolved.
I contacted Deli Express (Value Express - Logistics), only to discover they had no record of the waybill number. This reflects a serious lack of coordination between Makro and your courier service.
Escalation:
I have now instructed my lawyer, Jan Nel of Swart Redelinghuys and Nel, to file a claim for the costs incurred due to this issue.
I will also escalate this matter to your CEO via LinkedIn, report it to the Consumer Goods Council, and share my experience with the Featherbrook Estate community forum (comprising 1,003 homes).
Given my history of purchasing 13 appliances from Makro, this is the most disappointing service I have ever experienced. As a loyal customer, I expect better service and accountability.
Resolution Sought:
I demand the following:
Immediate delivery of my order with clear communication on the delivery timeline.
Reimbursement of all call-out and installation fees incurred due to the delays.
Contact details for Deli Express management to address their failure to handle this delivery.
Please respond promptly with a solution to this matter. If I do not receive a satisfactory response, I will proceed with the outlined actions.
Sincerely,
Marina Sander
Contact: [protected]
Email: llbilearn@gmail.com
Makro Online Complaints 648
Non delivery of my chest freezer
I placed an order for a chest freezer on the 28th. of November 2024 and the online system stated that it will be delivered by the 30th. of November 2024. To date all I have is an email sent out to me from Makro on the 3rd of December stating that my order has been packed. I called the call center earlier in the week and they promised that they will have it delivered within five days counting from the 28th of November 2024. To date I still do not have my order delivered and I really wish I had rather gone in-store to buy it and transport it home myself. The call center also makes promises to escalate the matter, but nothing happens afterwards still. I'm really not impressed by Makro online. They have my money and my order. It seems I might not get back neither at this point. I doubt I will ever buy on their platform ever again!
Claimed loss: I need it for a traditional function and at this rate I might stand to loose a lot of food items.
Desired outcome: Please deliver my order ASAP!
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Non delivery of item
I still have not yet received my refund for a defy washing machine (order # MAK 8100644) made on 8 November 2024 with the delivery date being 12 November. By Thursday 14 November, I had not yet received the washing machine and when I phoned I was told that the courier had not received the item and that Makro was unable to trace the item at the store. As a...
Read full review of Makro Online and 1 commentSkyworth 65" smart TV
I purchased a TV at Makro on 2021/10/01. I took out an extended warranty policy number [protected] which is valid until 2026. My TV's sound bar stopped working while I was watching TV during September 2024, and I logged a call at Makro Wonderboom where I purchased it. The contractor they sent out visited me on 2024/10/01 and I was told some or other import...
Read full review of Makro OnlineIs Makro Online Legit?
Makro Online earns a trustworthiness rating of 96%
Highly recommended, but caution will not hurt.
Makro.co.za has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Makro.co.za has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Makro Online as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.
However ComplaintsBoard has detected that:
- Despite a high level of trust, our investigation found issues with Makro Online's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 36% of 1 complaints were resolved.
- We conducted a search on social media and found several negative reviews related to Makro Online. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
Refusing to refund my cancelled order
I cancelled an order ahead of time, they still delivered it to my husbands workplace over the weekend when he was not there. Was then told to log a return, they still insisted on asking me countless times why i was returning it and told me i had to provide images, its been over a week, the item hasnt been collected and i havent been refunded. The toys from Sleuth are a ripoff, stop falsely advertising.
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Online/customer service
Order placed on 28/06/2024 for a 5 piece Pink butterfly quilt set. Received total white quilt set on 10/07/2024. I have informed them about the incorrect items being delivered and requested a return. I was given a reference. The set was only collected 18/07. No further communication and my refund have not been paid. Every time I call it is just another excuse. None of the emails are acknowledged or responded to.
Claimed loss: R523 (Price incl Delivery)
Desired outcome: Please refund
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This situation is a complete failure on Makro Online's part. You've been patient, but now it's time to escalate. Contact their top management directly and demand immediate action. Make it clear that the constant excuses and lack of communication are unacceptable. Insist on your refund being processed immediately. If they don't respond, take to social media and share your experience to put pressure on them. They need to understand that you're serious and won't back down until they make this right. Stay strong and make sure your voice is heard.
Cancelation of product and refund
I purchased a product online on the 08th of June 2024 on the 09th of June 2024 I sent an email cancelling the product. On the 10th of June 2024 I called to make sure the delivery is cancelled. The advised me that it it is cancelled. On the 12th of June 2024 I called makro again as i received a email saying that the product was picked up by the couriers and...
Read full review of Makro OnlineRequest for cancellation of activation process
Hi Makro I hope this message finds you well. I am writing to express my disappointment with the activation process for the service I recently signed up for. I recently made the effort to drive 34km from my home to Clearwater Mall Makro, as directed, in order to complete the activation process. However, upon arrival, I was informed that the system wa...
Read full review of Makro OnlineEntry way glass server table.
I placed an order online on the 19 May 2024.
To date i have not received my order.
No communication whatsoever i spend time on the phone calling no one can give me an answer as to when i will receive my order.
At least keep the communication line open inform me on the progress of my order.
I am very disappointed as this was my first online order from Makro.
I thought i was buying from a reputable compan 😔
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Refund
I bought a bathroom tap in Makro online shop and it was too short I returned it. I call for refund they told me the refund was made on the 26/27 March
2024, until to date 19.April. 2024 no refund was made. Always when I call they tell me they are escalating my refund complain to finance department. Just imagine they cannot refund R895.
I am so disappointed because I used another money to get other tap. Wow Makro what a disappointment.
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Worse online store i've ever come across
Absolutely avoid online purchases from Makro at all costs! If you're in the mood to flush money down the drain, then by all means, go ahead and buy from Makro's online store. My experience with them has been abysmal. I foolishly bought two items from Makro, only to find out later that they were out of stock. The website conveniently failed to mention this detail, indicating they were more than happy to snatch my hard-earned cash without delivering the goods. To add insult to injury, the order was cancelled by the supplier and the supplier obviously would not have received payment since they did not have stock. And good luck trying to get a refund from them! Their refund process seems to be a complete mystery to them, and don't even bother expecting communication from their end. Despite my daily calls, they're utterly clueless and unhelpful. Makro is lightning-fast at taking your money, but when it comes to returning it for undelivered items, they suddenly develop a case of amnesia.
Claimed loss: I've wasted an exorbitant amount of time and money on endless telephone calls attempting to resolve this issue, but dealing with Makro has been a nightmare. Their customer service is non-existent in their day-to-day operations.
Desired outcome: I demand my refund immediately, if not sooner!They're lightning-fast at grabbing your cash but painfully sluggish when it comes to returning it.
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Poor online service delivery
I placed an order of two items on the 6th of March 2024. Both items were expected to be delivered by the 12th of March as they had said on email. Delivered the first item on the 8th but still awaiting second delivery of the other item. Been texting Markro on WhatsApp since the 15th to get clarity of what’s delaying delivery and still awaiting feedback. Today the 18th of March I asked for a refund rather,and they’re still telling me about “escalating the matter and should wait for feedback “This is bad service. I never ordering anything online from Markro and advice other customers not to!
Desired outcome: I demand a refund
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Terrible service delivery
Hi I placed my order on Sunday, 9 March from Makro. My order was split into 2 and the second delivery took place on Wednesday 12 March. Upon contacting Makro I was informed that my parcel was picked with by the courier people to which I was informed that the order was cancelled as the parcel was not ready. Today is Thursday, 14 March at 10pm and I have yet to get my order which was promised by Makro. It's so frustrating as I have been calling the whole week and everyday it's a different story. Such terrible service, and no official people to complain too. As you get back to same agent who lied to you about your order. They keep saying they understand, how if you are not going through it yourself.
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Rotating 360° magic spin mop and plastic bucket set-green - purple
I was so excited when I received my package yesterday morning because I had been waiting for it for 2 days, I couldn’t wait to try it out and did so later on in the day. Was I not disappointed. The quality of the product is something I can tolerate because of the value of the price but I certainly did not expect the bucket to be leaking on my floor after putting in water into the bucket. Not just leaking, but a whole pool of water within seconds. I can’t even tell what is causing this leak is coming from. Truly beyond frustrated that I don’t get the full experience of utilising this product when it’s leaking… which somehow the total opposite of what it is supposed to offer - convenience. Now I need to be more focussed on wiping water leaking from the bucket and not quickly cleaning up my floor. @Makro, is this the quality that’s being offered? Will gladly take a refund if this issue cannot be resolved.
Desired outcome: Replacement of the product with a bucket that is actually NOT LEAKING.
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Refund
Herewith I as consumer wish to open a complaint against Makro. Since 20 January 2024 I've send several emails and made several recorded telephonic calls to Makro online to try to cancel a order that was already cancelled by me on the 20th of January 2024 with reference no 3746050. They did not cancel the order and it was courier to Port Elizabeth and then...
Read full review of Makro OnlineRaleigh shadow mtb 20 black /blue
1.I Bought the bicycle -raleigh on the 26/11/23 at Makro carnival .around the 15 ,my boy told me that the bicycle is broken and when i checked it ,i found that the chain is not moving .ON THE 20/01/24 I took the bicycle to makro carnival and upon my arrival they told me there is a technician who can check it . The guy called technician came and told me he...
Read full review of Makro Onlinelg fully automatic washing machine
I reported that my machine is not working properly on the 5th of january to makro customer services to date I have not had a technician sent out to my place to see the issue is I have also made numerous calls to makro which you can trace on phone call recordings I keep on getting told different stories and that they will escalate the mattter today is the 18th january and still nothing I am furious I have paid for an extended warranty for the product and this is the service I am receiving it is totally unacceptable I am now faced with a problem where I have a washing machine that I paid lots of money for and I have to be doing washing by hand
Desired outcome: UNSATISFACTORY SERVICE RECEIVED FROM MAKRO CUSTOMER SERVICES
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Makro online
MAK5800522, I placed an order on the 20th of Decemer 2023, Online for a Sumsung phone worth R2000 and I have not received my order.
I paid for it and was told it will be delivered withing 3 - 5 business days. Today is the 08 January 2024 and after calling the national call centre everyday and escalating the matter I have no resolution from them.
R100 wasted on airtime to call the call centre
I ask for escalation or supervisor/management feedback and STILL NOTHING
Claimed loss: I lost R2000
Desired outcome: Get my product and fair compensation for all the phone calls to get information WRT the bought product
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Re: Service and Treatment Received from Makro - Specifically Byron Doan
Good-Day,
I would like to lodge a compliant as it relates to the services I received today. I placed an order on-line and called to request that my order be delivered. I called again today to enquire on the status. My call was answered by a Byron Doan wo not only was unprofessional but also showed no regard to my frustration or dissatisfaction. I explained to him that I had called to request that my order be delivered. This was confirmed and 3 of my items were delivered. He informed me that the rest of the items reflected as having to be collected. This made absolutely no sense to especially when he himself confirmed that my call was logged. I then asked to speak to the manager/ be given the name and details of his manager (which he refused to provide). When I asked how I can escalate matters he then informed me that I must use the same number that I used (which is the contact center).
Desired outcome: 1. I would like further action to be taken against Byron Doan 2. I would like the store to fulfill their undertaking to have the goods delivered at the same address they delivered the other 3 items ordered at the same time.
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Online shopping app deducted twice the payment
Order No MAK5566256,
Your request (3552886) - 28th of November
Double payment went off my account for online shopping. I logged a call on the 23rd of November and I have contacted your office on the 27th November at 12:08- Lady was going to send me an email...i received nothing.
06 December at 11:52. The call centre was going to log a complaint and the supervisor was going to get back to me..nothing came of that.
08 December 15:26 again the new call operator was going to send communication to finance complaints and copy me into communication as well as supervisor was going to get back to me...nothing came of that either.
All three time I was informed that the matter will be attended to within the next 48hours.
Your service is absolutely horrific.
Claimed loss: Loss of R 5000
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Charged double twice online...where's my refunds!
On Black Friday I placed two online orders with Makro. With the first, the funds for the order were taken off but the order only showed processing and then cancelled with the funds still taken out of my account. The second order was charged for twice. I've phoned and emailed countless times.I've also sent the erroneous proof of payments numerous times to Ayanda, Gomolemo, Norman and Zoe with no resolution weeks later. How can a huge Dutch brand such as this have such horrific customer service and be allowed to take thousands from customers! After this I'm no longer a customer of Makro and I will spread my word...
Claimed loss: Almost R3000
Desired outcome: refunds
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Overview of Makro Online complaint handling
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Makro Online Contacts
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Makro Online emailsonline.support@makro.co.za100%Confidence score: 100%Supportmakrocare@makro.co.za97%Confidence score: 97%commercialonline@makro.co.za96%Confidence score: 96%sales
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