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Makro Online
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2.5 723 Reviews

Makro Online Complaints Summary

268 Resolved
454 Unresolved
Our verdict: Engaging with Makro Online, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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6:40 am EST
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Makro Online tv repair - logged on the 27/11/2019 still not resolved

Good Day

Please can you urgently assist me. My call was logged on the 27/11/2019 and on the 5th Dec my TV was collected. Till today I have no feedback on what is going on with my TV and when will I get it back. My ref 400962. This is rather urgent and need a response as soon as possible. I have been called your call centre and was holding on for 30 min plus with no answer. This is very upsetting.

Kind Regards
Bibi Fatima Van Dawson
[protected]

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Update by Bibz
Dec 19, 2019 6:45 am EST

I cannot belive this, now I have to wait until the new year. This is absolutely disgusting service from Makro side as they dont even care to make curtosy call to follow up nothing. No cutomer service what so ever. I shop every single month at makro and so does many of my family members and I think is going to stop and I will spread the word on their pathetic service.

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5:18 am EST

Makro Online delivery

On the 02/12/2019 i did an online purchase for Samsung 7 inch tablet.
The item was supposed to be delivered from the Makro Pietermaritzburg to springfield branch.
I have been tracking the order for 10-12 days - Phoned the customer care on the 18/12/2019 they tell me the order is ready to be picked up from Pietermaritzburg- I told the agent i requested it to be delivered to springfield- she told me she need to get her follow up department to check with the pietermaritzburg branch. After speaking to the agent i went back online to track and see status delivered . however no sms received to confirm pick up. Called again customer care agent tells me she does not know where the parcel is she need to get follow up department to check with the courier service and it will take 48 hours. I cannot believe what a pathetic service has been provided. I need this matter resolved urgently as this was a christmas gift bought and i demand to be compensated for the frustration and anger created.

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10:38 am EST
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Makro Online online order not delivered

Online order #MAK2256398 NOT DELIVERED
I purchased a lawnmower online on the 27th of November 2019.

On 11 December 2019, I received an SMS to notify me that the item was handed to the courier and that I would be contacted soon.

On the 17th of Dec I had still not received the lawnmower so I checked my account and it shows that the lawnmower was delivered?

I called the online support number and after waiting for 15 minutes for an agent to answer I was then put on hold for a further 10 minutes while the agent tried to contact the courier.

The agent came back and said they are unable to get through to the courier and that they would escalate my query?
They were also unable to give me a waybill number?

I have since emailed Online support, Makro care and have sent private messages on Facebook all with zero response.

Can someone please advise when I will receive my lawnmower?

Regards

Marylynn Andrews

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Update by MarylynnA
Dec 19, 2019 10:31 am EST

UPDATE: Thank you my lawnmower was eventually delivered this afternoon.
BUT why does Makro tracking data show such a huge discrepancy to the couriers tracking info?
Makro shows package picked up 11 Dec by Courier but Courier shows that shipment collected 18 Dec?
Was courier sitting with package for 7 days or was Makro lying?
Either way, I will NEVER buy from MAKRO online again

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Update by MarylynnA
Dec 18, 2019 8:51 am EST

I purchased a lawnmower online on the 27th of November 2019.
order #MAK2256398
On 11 December 2019, I received an SMS to notify me that the item was handed to the courier and that I would be contacted soon.
On the morning 17th of Dec I had still not received the lawnmower so I checked my account and it shows that the lawnmower was delivered?
I have not received anything.
WHAT IS GOING ON?
I called the online support number and after waiting for 15 minutes for an agent to answer I was then put on hold for a further 10 minutes while the agent tried to contact the courier.

The agent came back and said they are unable to get through to the courier and were unable to give me a waybill number, they said that they would escalate my query?
I have since posted to Makro Facebook - no response!
I have sent Emails to Customer service and Makro Care - No Response
I have sent Private Messages to Makro Facebook - No Response

Please, can Makro respond to me and advise when I will be getting the lawnmower that I purchased?
Marylynn Andrews

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6:22 am EST
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Makro Online damaged product received

Good Day

Below mail was sent to Makro with no feedback.

Thank you for the delivery of my purchase but am really disappointed at the state that it was received in. This is an electrconic item and obviously very expensive.

Please arrange for this to be exchanged as I am not prepared to accept an electronic equipment per the attached pics.

Many thanks for your assistance and co-operation in this matter.

Thank you

Rabeen
[protected]

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Update by Rabeen
Jan 07, 2020 3:54 am EST

No response as yet from Makro Online regarding the exchange! Appalling service

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5:32 am EST
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Makro Online service

hi there

i would like to say thank you to David and Wesley from Macro Woodmead for assisting me with my issue today,
my name is ruth i work for Adcorp blu and we purchased a gift voucher for the amount of 870 at woodmeead store for our retiried member but the cashier sold us the hollyword gift vouchers . I called in the store to explain what has happened and they said we should come in and this will be sorted. when we got to the store the front line manager didnt take our problem serious we wated for 2hours and she did not have a solution, then i asked the ladies at the infomation desk to call the store manager for me, the guy can his name was David who listerned to our problem and he call in the Financial manager Wesley to assist us and it took them about 15 to 20 min to fix the problem . I want to say thank you for the service that they gave and also to apologies for the inconvience that was made by the cashier regarding the voucher .

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4:56 am EST
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Makro Online Overcharged

Good Day

I went to Makro yesterday 16/12/2019 to do my grocery shopping and got a shock of my life when I got home. The disappointment I felt because we hardly check our slips and to think maybe how many people this happened to and they didn't notice. I was charged R880 for Rama Spread which was supposed to be R80 for 2.

Now this will inconvenience me because now I will be told to go back to the store to get this sorted out or maybe will also be given a run around.

I have attached the slip, Hope this gets sorted soon.

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Update by NomaM
Dec 17, 2019 5:02 am EST

I didn't buy the goods online and I made an error by choosing Tobacco Products

Resolved

I went to the store yesterday and they refunded my money back and said it was a finger error.

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12:35 am EST
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Makro Online non delivery of product.

On the 3rd December I ordered and paid for a Defy washing machine via the Makro Online order system. Order # MAK2296622.

Under special instructions I gave a deliver date - 9th of October and the contact/delivery details of where the machine was to be delivered. Surely this was enough time to organise delivery.

I have tried on numerous occasions to get through to Makro via their call center. No one answer the phone. I have subsequently sent two emails to Makro and no response or even acknowledgement of my email. Makro is now sitting with my money and I have no item that I paid R4089.

If I had gone into the store I would have had delivery the following day, but as I was not able to do that my tenant asked for a specific date to be able to receive the item.

This is disgraceful service.
Tania Denny

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11:26 am EST

Makro Online Online orders

I placed an order online Order no MAK2305523. Cornubia phones me on Thursday confirming full order delivery will be on Friday. I waste the whole day no one arrives. Today I email and call almost 20 times, calls and emails aren't answered. Absolutely disgusting service and there online help is useless as well. Never will I buy online again and I will put up a post on hellopeter

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3:22 am EST
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Makro Online kic fridge/freezer

Customer refernce: MAK2258374/[protected]. Ordered by Mrs C van Rensburg for Mrs S Soulsby.
Order: KIC 314l Combi Fridge/Freezer W-WTR. Cost with delivery: R3989.00.
Delivery address: 10 Plane Crescent Silverglade Fish Hoek.

The fridge/freezer was delivered on Saturday 7 December. I was told to leave it standing for at least two hours before plugging it in and to let the freezer cool down for 24 hour before loading any foods. I followed these instructions.
Neither the fridge section nor the freezer section is cooling, although for a short period the freezer made a small quantity of ice.
An email was sent via the Makro website line on Wednesday 11th December. I phoned on Thursday and again twice on Friday. The answering service on phone calls is on average 10 minutes waiting time - and then I was cut off.
I have been told that deliveries for the year are now over and that the firdge is out of stock.
I want a full refund, including the delivery fee. Kindly contact me on [protected].
Customer refernce: MAK2258374/[protected].

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Update by SueHow
Dec 14, 2019 3:23 am EST

Submitted 13 December 2019

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1:01 pm EST

Makro Online Delivery

Order detail #MAK2276150
I have never seen a dysfunctional Makro store like Carnival especially the dispatch & delivery section. Since I paid on the 29th Nov 19, I still don't have my fridge. My food is being rotten. I waste my airtime everyday phoning Lindiwe & Rita about my delivery with no success. On the 13th Dec, Rita promised to deliver my order after 4pm. I waited at my house & no one came. Why is Makro Carnival so useless & incompetent. When I called on the 13th around 4pm, I was told Rita left without informing me about the whereabouts of my order. My fridge is always on the delivery van for 3 days & I wonder if its still good working condition or its now a second hand. They refused to give me number for the delivery driver.
I need my order as soon as possible with NEW fridge not the one that has been transported for 3 days for many kilometers even up to Soweto. Can Makro Carnival deliver the fridge on the 14th Dec 19 anytime as I am waiting for it for a very long time. Its very disgusting & incompetent by Makro Carnival Delivery department.

NB: Please call me to inform me the time for my delivery on the 14 or 15th Dec 19, not excuses please on failure to deliver.

Sikhonde
[protected]

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6:23 am EST

Makro Online defy convection, microwave and griller oven

Ref: 440215. The above oven was bought on line on the 19th November 2019. It was a gift for a very elderly couple whose oven had packed in. They were absolutely delighted to receive this new one. The microwave is working but when they tried to use the convection oven it would only go as high as 100 degrees. They are unable to cook at all and the festive season is upon us. They live in a remote village on the West Coast.

I am handling this on their behalf. I have called Makro 3 times, on each occasions I have waited 20 minutes for the call to be answered and on the first two occasions, my call was dropped. I had to phone back and repeat everything all over again.

Defy is a well known brand and we never expected this. We do not want the oven fixed as it clearly has a fault. We want it replaced as we paid for a brand new one and want a brand new one.

This has put us off buying from Makro and buying Defy products ever again. Such poor service!

23 Jamieson Road, Rondebosch

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8:32 am EST
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Makro Online hisense gas/electric stove

Hi, I purchased a Hisense electric gas stove online.it was delivered on the 2/12/19 .on the 9/12/2019 when the installer came to install the gas line.we noticed the stove was damaged.and we found a whole lot of loose screws.
I logged a return call on the 02/12/19 I was given a reference number 431291.
Original order number MAK2256501
I was told I will get a response within 48 hours for the return pick up.
I am still waiting, I am sitting with a damaged stove.
Please can you escalate this query urgently?
Mr A Sirkhot
[protected]

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1:42 am EST
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Makro Online mak2238673

Faulty garden lights, advised the call centre that the lights were faulty and they logged a return but had to constantly follow up on the collection of the faulty item. Had to go so far as to arrange with Dawn Wing, courier company (name provided by Makro)to collect faulty product. Finally arranged with them to collect on monday, 9th of December, parcel been waiting in my office since 2nd December 2019. I have still not had any feedback with regards to my parcel, received that side, credit issued etc Most pathetic service ever. Will never order from Makro online again.

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Update by Janene DH
Dec 12, 2019 1:49 am EST

Cancelled above order with Phumla at the Makro call centre, on the 6th of December 2019, reference given for cancellation: 426555, as been extremely disappointed in their service. Now on the 11th of December 2019, am advised per email and sms that my order: MAK2288983 is about to be dispatched? Obviously the call centre agents seem to have no idea what they are doing. Iro previous order: MAK2238673, I had to arrange with the courier company, myself to collect faulty garden lights as call centre agent logged call and that was last correspondence from them. Numerous emails and phone calls seem to have got me nowhere. What a pathetic service! Makro online, you are disgrace, you call centre agents should all go for training.

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4:44 am EST

Makro Online delivery of product via online ordering - not being received!

I ordered two dog beds on 26 Nov 2019. The dog beds are dispatched from 2 different stores due to logistics. I received the one dog bed in the same week as ordering & payment done from the Ottery branch. I am no struggling to get the other dog bed delivered from the Cape Gate branch which is close to where i stay in Durbanville. I followed up with the call centre on Friday 06 Dec as it was at the couriers 2 Dec. To date i am still waiting for someone to call me back. I followed up twice with the call centre and guess what someone will get back to me - did not happen. On Monday i checked the tracking and it still showed pending dropout. I called the courier company who said it is on route. On Tuesday i checked the tracking again and then the message was that the customer was not available and it was cancelled. How that is possible i dont know since i gave my work address and received no communication from the courier company. I then called the call centre again and they said it shows that it is still with the courier and not cancelled. Someone would investigate and get back to me - still waiting for that call. The courier company said they would arrange for delivery on Tuesday - i did not receive it. Today i called twice and a lady promised to get back to me personally before tea time. Its practically almost lunch time and i am still waiting for feedback. I have also sent 4 emails with no responses.

Really pathetic service delivery. At this rate i will receive a simple dog bed next year and to have it refunded will be another hassle!
Order nr: MAK2249864
Olroy delux dog bed still outstanding
T: [protected]

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2:23 am EST
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Makro Online online order #mak2260167

I purchased a TV on-line on 27 November 2019, today is 11 December 2019 (10 working days) and still my product has not been delivered. I have contacted your service center several times and yet it seems as though no one is able to assist me or even advise where my parcel is in the process. I have even been given reassurances that someone would be calling me, but still nothing.
I am totally appalled at your service offered. If you do not have the resources you should not participate in Black Friday.
Apart from that your Whats app service indicates that my TV had already been delivered and your online tracking service indicates that nothing has happened since my order was placed. But you were quite fine to take my money 2 weeks ago. Where is my product?

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Update by Janine Arendse
Dec 17, 2019 3:52 am EST

Thank you for your feedback. Just to advise that I received my TV on the 10th working day. However your service still leaves much to be desired. No one called me to even alert me it was on its way. Please look into how you can go about enhancing your service. Thank you. Janine

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8:48 am EST
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Makro Online payment not received

I have placed an online order with Makro on the 26th November 2019. I was then instructed that my order will be delivered in two parts, part 1 which I have received. I am still awaiting on part 2 which is my Terrace Leisure Strelitzia Seat Pad which I have paid R 414.00 for. I have called them Mon, Tue, Wed, Thu, Fri & I have messaged & emailed them to find out what is going on and why I have still not received my goods, but it seems no one can give me an answer, or no reply which I find rather pathetic for a big company like Makro. They keep telling me that this issue will be escalated and have also assured me that someone will make contact with me shortly, and yet I wait. These guys advertise 2-5 Days expected delivery? Bare in mind it is already the 9th Dec 2019 [14 Days ago] I do not have my refund & nor do I have my goods! When I called Friday they said I will be refunded because they have no stock and when I called this morning guess what I was told "I will send this issue to be escalated" I mean What the hell! What is there to escalate you have no stock and I paid you, which means you owe me... Its not rocket science, more like day light robbery!🤬

See Reference Number: #MAK2248572
Suite 7, Steenberg House, 1 Silverwood Cl, Steenberg, Cape Town, 7945

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3:59 am EST
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Makro Online online customer service and delivery

I have placed an order with Makro online on the 25th November 2019 for home appliances for my new home. I have placed it before their 5 day black Friday deals so that it cannot influence my delivery lead time. They even had stock which seemed even more attractive to place the order with them. When placing the order they stated that the estimated delivery lead time is 2-5 working days. Which suited me 100%. By the 04th December 2019 the status of my order was "order in progress" which means that nothing has been packed or sent to the courier yet. I called their customer service line which was as useless as talking to a brick wall. The only response that I get is that they have followed-up and are waiting for a response. The customer service even stated that they have sent me an e-mail stating that the delivery lead time has been changed to 10 working days. So what they do is they try to attract you with the short delivery lead times and as soon as you have placed your order and paid, they change it. Their customer service even tried to blame the Black Friday for the late delivery even though I know that I placed my order before their deals even started. Note that to date, 09th December 2019 the status of the order is the same "order in progress", even though they have assured me that it would be delivered today. This is the poorest and most awful service that I have received so far. Makro needs a more active customer response team, this is unacceptable and to be honest I will not make use of their online delivery system any time soon.

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7:08 am EST
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Makro Online delivery delays

I placed an order at 07:15 AM on 27 November. It is still in Order Confirmed status, not yet in Order in Progress. I have ordered other items from two other online stores and received one within 24 hours and the other within 3 working days but not Makro?

On Tuesday I was told it will be delivered on 6 December but when I called on 5 December I was told that the delivery day can not be confirmed yet.
So I was lied to, now I want to report the matter to a complaints or customer care manager, so they give me a number 011 797 0000 but that number just rings, no one answers. The whole Makro Online system is broken leaving customers with NO recourse! Just total disregard for customer service.

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Update by ChrisBos
Dec 06, 2019 4:35 am EST

Resolved! I sent a message via LinkedIn to a few people at Makro and Massmart. A kind, customer focused lady who is currently on leave (national planner at Massmart) escalated my complaint to the relevant managers and things kicked into a higher gear - I received the item at 10:00 this morning (6 Dec)
Thank you to Shirene and everyone else involved in resolving this.

Resolved

I sent a message via LinkedIn to a few people at Makro and Massmart. A kind, customer focused lady who is currently on leave (national planner at Massmart) escalated my complaint to the relevant managers and things kicked into a higher gear - I received the item at 10:00 this morning (6 Dec) 😀 Thank you to Shirene and everyone else involved in resolving this.

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11:30 am EST

Makro Online product not received

On 16 November I made an online purchase for a battery operated fan. On 18 November I received a SMS stating that the order is at the couriers. Today is 4 December 2019. I have called the call centre numerous times just to be told that they will expedite the query. I also tried calling the Head Office to no avail. I also emailed makrocare@makro.co.za (We acknowledge your request and it will be attended to within 2 working days. Kindly take note that the resolution of your request might take up to 5 working days (depending on the complexity), however, we will regularly update you on the progress.) I have often made online purchases for my private and business use, and this has now left a bad taste. Please could I either get a refund or my goods I paid for. I also suggest you change your courier company. As a business owner myself, I am appalled at the back-end of your operation. You make your Customer Care Centre seem "useless", when all they are doing is reporting on what they see on their systems. Kindly resolve my query.

MAK2234824
[protected]@christophers.co.za

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Makro Online locker delivery

MAK2257124

Playstation 4 console R3999. Delivery chosen NMR Sasol locker pick up confirm 3-5 days delivered. I have a screen copy of all of the mentioned in this conplain

Order above on 27 November 2019... been tracking the parcel online and received an sms on thursday at 16:35 28 november as below
Hi AYESHA, Your order MAK2257124 is en route to Makro Makro Sasol NMR locker. You'll receive locker PIN via SMS when it is ready to collect. Track your order online. [protected]...
On 3 December i called at around 8:05 am customer service0860600999 to query that my order is with the courier and has not been placed in locker ... it was said to me that the matter will be escalated...
Called again on 3rd December at around 4:00pm enquiring that i have no feed back, nor has my email been replied to regarding this matter and again said this matter will be escalated.
At 10:45 on 4th December i log on my profile and tried tracking the parcel and it has moved two steps forward...
saying
Ready for collection at the locker
And next step saying
Collected.

Till now the 4th december i have not received any sms with the Pin no, nor can Makro tell me why i have not received a pin or why it says on locker and collected.

Clearly even the management cant give me a valid logistical answer but to esculate with no feed back .

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Makro Online In-depth Review

Website Design and User Experience: The website design of Makro Online is clean and user-friendly, making it easy to navigate and find what you're looking for. The layout is intuitive, with clear categories and search functionality that helps streamline the shopping experience.

Product Range and Availability: Makro Online offers a wide range of products across various categories, including electronics, appliances, groceries, and more. The availability of products is generally good, with most items in stock and ready for purchase.

Pricing and Discounts: Makro Online provides competitive pricing on their products, often offering discounts and promotions that help customers save money. The prices are transparent, and you can easily compare different options to find the best deal.

Delivery and Shipping: Makro Online offers reliable delivery and shipping services. They provide multiple delivery options, including home delivery and click-and-collect, ensuring convenience for customers. The delivery times are generally accurate, and the packaging is secure to protect the products during transit.

Customer Service and Support: Makro Online has a dedicated customer service team that is responsive and helpful. They can assist with inquiries, provide product information, and resolve any issues or concerns promptly. The support is available through various channels, including phone, email, and live chat.

Return and Refund Policy: Makro Online has a fair and transparent return and refund policy. If you're not satisfied with your purchase, you can return it within a specified period for a refund or exchange. The process is straightforward, and the customer service team is available to guide you through the process if needed.

Payment Options and Security: Makro Online offers a range of secure payment options, including credit/debit cards, EFT, and online payment gateways. The website uses encryption technology to ensure the security of your personal and financial information, giving you peace of mind while making transactions.

Overall Shopping Experience: The overall shopping experience on Makro Online is excellent. The website design, product range, pricing, and customer service all contribute to a seamless and enjoyable experience. Whether you're a first-time shopper or a regular customer, you'll find everything you need for a satisfying shopping experience.

Customer Reviews and Ratings: Makro Online has a section for customer reviews and ratings, allowing shoppers to make informed decisions based on the experiences of others. The reviews are genuine and provide valuable insights into the quality and performance of products.

Loyalty Programs and Rewards: Makro Online offers a loyalty program that rewards customers for their continued support. By joining the program, you can earn points on your purchases, which can be redeemed for discounts or exclusive offers. It's a great way to save money and enjoy additional benefits as a loyal customer.

Social Media Presence and Engagement: Makro Online has a strong social media presence, actively engaging with customers on platforms like Facebook, Twitter, and Instagram. They share updates, promotions, and respond to customer queries, creating a sense of community and fostering a positive relationship with their audience.

Competitor Comparison: When comparing Makro Online to its competitors, it stands out for its extensive product range, competitive pricing, and excellent customer service. While other online retailers may offer similar products, Makro Online excels in providing a comprehensive shopping experience that meets the needs of a wide range of customers.

Sustainability and Corporate Social Responsibility: Makro Online demonstrates a commitment to sustainability and corporate social responsibility. They actively promote eco-friendly products and packaging, support local communities through various initiatives, and strive to reduce their environmental impact. By shopping with Makro Online, you can contribute to a more sustainable future.

Accessibility and Inclusivity: Makro Online is accessible and inclusive, ensuring that their website is user-friendly for people with disabilities. They prioritize accessibility features, such as alt text for images and keyboard navigation, making it easier for everyone to navigate and shop on their platform.

Mobile App Experience: Makro Online offers a mobile app that enhances the shopping experience on smartphones and tablets. The app is well-designed, responsive, and provides all the features and functionality of the website. It allows you to shop on the go, track orders, and receive notifications, making it convenient and efficient.

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