Makro Online
reviews and complaints

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?

I placed an order with makro online and paid for the products on 29 may 2020 todate I have still not received my purchase. I have phoned them emailed them ask for a refund put it on makro sa social media fbook page and still no response. It has cost me a fortune in phone calls and on outsourcing my printing. As soon as I ask for a refund they promise to deliver to my home but its just false promises! Please I want an immediate refund so I can purchase these products elsewhere. I work from home and my income is dependant on me working no work no income. Makro has messed with my income for over a month with false promises and keeping my money.
My contact details
Heidi rankin t [protected] email [protected]@supplyshoppe.co.za

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

I'm complaining about the order that I made on the 25th of May.
I tried reaching them out they hang up on me.
I'm truly tired now. Mak2550129

I purchased and paid for including a delivery charge a cooker online on thursday 26 march, lockdown commenced and as it wasn't an essential item delivery was delayed until lockdown relaxed rules. I received emails confirming the purchase and saying delivery would happen when allowed. Yesterday I received email saying the order is cancelled! Why?
I want the item I purchased and I will not accept atrocious customer service.

I order a BOSCH 622l Side by Side FridgeFreezer online on the 5th of May 2017 payment reference MKOYEZJOPT. Order number MAK353521. I was cleaning it today and see that every shelf has cracked. It appears that the plastic trim has shrunk and so cracked. I believe the product is still under warranty and would like replacements for these faulty components.

I ordered a USB 2.0 cable for my printer on 21 May 2020 from Makro. Makro says delivery is within 7 to 10 working days. I have waited patiently, I have also emailed them. They never got back to me as promised. I phoned their customer care number [protected] and after waiting a very long time for an agent, an agent eventaully picks up and when I tell her I want to know what is happening to my order as I am waiting longer than 10 working days, she hung up in my face. I couldnt believe that after waiting so long to speak to an agent, this woman decided to hang up. That is NOT a free number, that call is charged. They have no respect for their customers. I then attempted to use the Makro whatsapp number [protected], and the menu does not allow a person to file a complaint not a refund. I go to the website as I decided to log for a refund rather so I can get my money back and rather by from another store, as I cannot accept an agent doing that to me after wasting my airtime. The website has no option to log a refund, it only says to email and request a refund. This means I again have to wait for a consultant to reply only to tell me they will escalate it. I then phoned again and it used up all my airtime. I do not have airtime to waste. I want a refund immediately and I want Makro to investigate the agent who hung up on me.

Good Day, I placed an order (mak2533348) on 18/05/2020 and received delivery of half the items on 22/05/2020. However, when we unpacked the ordered tumble dryer, it was damaged. That same evening a logged a return of item so that Makro comes and collects it, till date this has not been done and I have had no engagement from them whatsoever. I phoned the customer service number on 29/05/2020 where they escalated my return to management, still not feedback. I also phoned again on 02/06/2020, but not feedback yet.

Good day,
We ordered online a Bosch 13 place Dishwasher, product nr:[protected]_EA, paid for it, order was confirmed, stock availability was confirmed.
Now we receive a e-mail on the 3rd of June, that your offices tried to contact us, but could not reach us, but it is a blatant LIE! Nobody contacted us!
to tel us that there is no availability in stock.
What happened to treat the client fairly?
The machine was on a special and that is what I want.

Your urgent attention would be appreciated.
Regards,
Kobus Swanepoel
[protected]

I have had 2 incidents with makro since march when I placed a order and not my entire order was recevied. After numerous calls and email escalation I only received the item which was missing yesterday. Order was pending since march 2020. Secondly I order 2 lte routers online for collection thinking there wont be a delay if it not on delivery on the 12th may and still awaiting confirmation to collect yet no success. Honestly the service sucks big time and im very disappointed.

Ref : order MAK2488337

I am very disappointed with the service with my online order.

I placed an order on 27 April 2020 and to date I have not received my order.

I called the online support line on numerous occasions and was advised that it would be escalated,
However I have not received any feedback since.

My order is a freezer, I have had to send my food items to neighbours to store for me.
This is a real inconvenience and I request that this matter be attended to URGENTLY and feedback provided.

I tried calling the customer care line for the past 3 weeks and to date no one has contacted me with feedback.
I called once again today and now I was advised that the courier company is closed and they do not know when the company will open.
This is really pathethic customer service