Makro Online

In late September 2023 I enquired about an order which was not yet delivered. The service agent simply cancelled my order and I received an sms that the order had been cancelled. Various calls to customer service have informed me that I have already been refunded, or that they would get back to me, or blamed the courier service, or that they would escalate to the relevant department. To date the makro app still shows that my order is in progress, although they did the cancellation, and all attempts to rectify this have yielded no results. It is now mid November with still no resolution.

I bought a laptop online through Makro on the 30th of October and I received sms & email that my order was confirmed and the expected delivery date was November 4th.

Until this day the status has not been changed.

I called Makro on the 6th of November and they said it is a late delivery and they have escalated the matter to the seller.

07th November I called again only to find out the matter has not been resolved.Nobody is giving me a straight answer as to what is really happening,did I get scammed or something?.

On the 8th I sent an email requesting for the seller's contact details so I can follow-up myself,I still have not received any response.

Makro has my money but I dont have the product.This is totally unacceptable because I have paid .

I bought 3 items online, which 2 was delivered speedily, the third itme, a suitcase set has not been received as yet. Makro promised delivery on the 4th November. I followed up telephonically on Monday the 06th of November 2023. Was only advised that Makro will be in contact. Received an email that Marko will be in contact with me. NO one has contacted me. Makro have my money and I am without a product. False advertising and false promises according to me. I require the suitcase set for my holiday starting Friday the 10th November 2023.

Order number MAK5432009

Will definitely be sharing my bad experience with anyone who want to deal with Makro. I will rather in future deal with Takelot, what a breeze and a pleasure compared to Makro

MAK5361602 my refund is small but the frustration of getting it back is no joke! Makro should consider closing their online purchase site, they do not have the capacity to deal with exchange and especially refunds! The delivery and pick up on my purchase was outstanding but everything after that pure frustration! This is creating a really bad name for Makro (Massmart). I certainly will never support online line purchases again.

I purchased and paid for a vacuum cleaner on the 20 Sep, it is now 27 Oct and my order has not moved off ‘in progress’ since the day the order was placed. After numerous calls and emails to useless staff who give a standard ‘ I will escalate it’ response I am at my wits end. Have I been scammed? Is makro still a legitimate reliable company.? Because as of now they’ve stolen R2860 from me! If I don’t hear anything back asap I will have to lay a charge of theft.

Order MAK 520 1947.

On 17 September 2023 i bought a R775 powerbank from Makro online for a friend, since she already has it I returned the powerbank a week later with packect not even opened. The online supplier told me he received the package back in good order on 26 Sept.

Since 26 September upto now a month later, I have been calling & emailing Makro endlessly for my refund. Everytime I call they say "we have escalated the matter". "The matter is stuck at treasury" , "the refund department has not processed it",

"we have escalated it to so & so"

I am so sick & tired of hearing their excuses. My refund is now outstanding for 6 weeks now. I even went physically to the woodmead Makro a few times. They told me to escalate it myself to their managers Andries Stydom & Simphiwe Gama, which I did on 09 October, they never responded to me even once last 3 weeks. Since then I have called the following useless call centre people who did absolutely nothing to date yet except tell me it's been escalated like 200 times now.

1. Tebogo Nonoise on 02 Oct

2. Norman Diley on 02 Oct

3. Matshidiso Mafisa on 20 oct

4. Zwelethu Nkosi last few days.

5. Phumzile Ngwenya

On top of the above daily calling I have also emailed endlessly the makro care, the refunds section emails. I have emailed them my banking details & my ID number & copy endlessly.

Last week I met physically one of the managers at makro woodmead called Phumza. She spoke to someone & told me my refund will be processed in 2 days, here we are a week later.

I cannot take it anymore. Makro.has broken my trust. I will never shop from Makro again ever in my life.

I bought a "flowclear" pool pump from Makro Bloemfontein and tried to exchange it when I found that it was faulty and failed to operate at all. When I tried to exchange it Makro Bloemfontein informed me that it had to be sent away for approximately 6 weeks. I decided that this was way too big of a hassle for a new product and emailed them requesting a full refund. They have since only responded to me once saying that my email will be delivered to the department in charge of the product. I have sent various other emails since then which I am glad to share with you if you would provide me with an email address.

This has now been an ongoing waiting game for almost 2 weeks. I hope you also find this unacceptable and will help me find a resolution for this. I will surely not support Makro again after this but would like to get a full refund for this product so I can put this behind me.

Hi, I purchased 3 Hp toner from makro website but only received two, when I complained in their call centre about one unit receiving sort they given me number 3366279 but it’s now it’s almost one month my issue still not resolved, everyday I get answer I will have reply in one day or two day but nothing, when I requested to get call from their superiors they said they will call you back but no call comes.

Regards

Mukesh Poddar

I odered dinning chairs from makro online in September 2023. I received half of my order on the 2 October 2023 from makro online. I Emailed the query ro customer service the very same day. One person emailed me asking me to send pictures of what i sent. (Of which i did ) and i have not heard any follow up on my request.  I called the customer service number thrice already of which someone just keeps telling me they awaiting response of the 3rd party. Its the 11th today still.no.order received. I asked if i could contact the company myself and ask where my chairs are , i was told no only they can email and request.

Why is no.one accountable for an order being incorrect, and why dont people provide follow-ups regarding your logged query.  

This mess up is not my fault why should i be dealing with all the inconvenience around it ?

Hi

We purchased a stove online on the 28th of Sept, when we purchased the website stated a 2-5 working day delivery, we purchased an oven but that was delivered the next day which was great. My issue is that Makro and the courier provided has no idea where our order is, we have escalated countless times but to no avail. I have never dealt with such incompetence, the call centre guys have no idea what to say, there are never any managers available and this is not dealt with like the emergency it is. We are busy with renovations and this stove not being there has halted my kitchen set up.

I bought diapers and formula on 29 July 2023 via the makro website. When I was checking out the site indicated that all the products were available so I paid. The next day on 30 July they sent me an email that some of the items were out of stock and that I will be refunded. I later received an email that the refund has been completed after 2 weeks. However the money never reflected in my account. I called to follow up end of August but since that date I keep on being told that the issue has been escalated and will be provided an update. Everytime I call or email I get that response. For the past 3 weeks However they have stopped responding to my emails and when I call I don't get a concrete response. This is really unacceptable for a reputable company like Makro. They can surely do better

I bought an air fryer online and it was delivered. 31 August I request for a refund due to the air fryer not having a plug that we use in South Africa. I was gonna cost me more to go look for another plug. I was collected a day later and from there received an email saying they have processed my refund. A week later still no refund I contacted them and they asked me to send few stuff eg I’d book, proof of paying etc which I did. Wrote to helopeter and they said they have replied to me privately which they just said they have sent my matter to a relevant department. Now they sent an email asking me to rate their customer service. I wrote another review and they said they replied privately again but they lied. I just want my R900 that’s all I ask

Mak5114016

Highly disappointed to a point wherein I want nothing to do with makro after they have refunded me. Makro was responsible for refund based on a cancellation that they had made .it has now been 17 working days not normal days and I still have not received my refund. This issue has been an ongoing problem of phonecalls in which I have hardly had any help. Even after my constant calling and my visit to the Crosby store. This service is horrible for any store let alone a chain store. I will be taking my complaint to Consumer Court because essentially they have Taken up a lot of my time and they have caused me to miss out on other cellular deals for I do not have the funds thanks to them to get a new device. They still have not given me my money. This is highly unprofessional and unacceptable for a so called chain store.

Order no MK4971897

On the 14th of August I bought an above bed on online makro and was delivered on the 17th, on the 18th when I sleep on that bed I noticed that I can feel the springs and the bed is making noise when I turn.on the 22nd I made a request return and I received a makro return shipping label and I was promised that the courier will collect the bed.from that time I was calling and I was told they will come and collect until on the 22nd when I called they told me that my request has been canceled by the supplier.i bought the bed for R2600 for nothing.i'm still waiting to be contacted for help after 6 week.

I purchased 2 couches online on 7 Aug 2023 & called Customer Care just after my order to request that delay delivery until 1 Sept because I was moving to a new house & wanted the items to be delivered to the new house, the agent said it will be no problem & she will submit the request. On 16 Aug I received email confirmation that my delivery will be delayed as per my request on 1 Sept, on the same day I received an email that my order has been dispatched. I called the Customer Care again & they said they will sort it out. On 17 Aug they delivered the couches to the new address, I organised that they bring it to my current address. I unwrapped the couches on 1 Sept at the new house. From the beginning the couches didn't work properly & in the first week the thin wooden frame broke, there's now a hole in the couch. I logged a return/refund on 9 Sept & I follow up everyday and everyday they have the same excuse. Today is the 20th Sept. Their return policy is 2-5 working days. It's easy to take my money and ignore my requests but to collect the items & refund my money are being ignored completely.

I bought some items on the 27th of July and some items were sold out therefore was due a refund till to date I have not received any refund. They have sent me several emails requesting for the same information which I have sent several times and then they reply promising they will process the refund. The call Center is incompetent as they are clueless and are of no help. Do yourself a favour and do not shop from Makro Online as you will regret it.

Good morning

Placed order on 5 Spet 2023

Received order on 11 Sept 2023- unassembles an, missing parts and some damaged based

called call centre on 11th spet - they said can only log a return online

Was not able to do this - called againa nd on 11th they said they need to change the status of the order

Calling everyday since the status has not been changed

These are office chairs for my office staff. We have staff with no chairs

I cam calling everyday and the call centre is of no use

I requested for a manager to call me - I was promised Busi Radebe will call me back yesterday and this will be resolved

No call received

I called this morning STILL NO CHANGE ON THIS

Status STILL NOT CHANGED

I am sitting with chairs that I paid for on the 5th September - today is 19th September and IT IS NOT USABLE

I REQUIRE IMMEDIATE ACTION _

WITHER UPLIFT AND REFUND OR SUPPLY WHAT WAS PAID FOR

Zero customer service from makro - pathetic

On 23 August I ordered 4 items online from Makro.

The order was partially delivered a week later.

One item was delivered, I'm still waiting for 3, and it's now 17 September.

The order still say " in progress".

I've sent numerous emails to support, I've never received no reply.

I've tried 'chat' numerous times, and either the agent just disconnects the chat mid-chat after saying they'll investigate or they tell me someone will get in touch, which of course never happened.

I complained on Hello Peter, when finally someone contacted me, telling me the same thing...they'll investigate.

I never heard from them again, and all my emails are being ignored once again.

I complained to the complaint board before, I got no response.

I've emailed the head office, no response.

I've since ordered the same things from a different merchant and received my order in 3 days.

Now please tell me how a customer is supposed to trust a business like this again?

They took my money, and literally didn't deliver. Its pretty much theft.

Every Avenue of customer service i've tried has been completely useless, to the point where they don't even bither responding to you.

I spent R3860 on this order and only received one item.

What am I expected to do at this point?

I just want to cancel the order and get a refund.

How can this possibly be so hard?

On the 20th of August, I ordered a purple IPhone 11 that cost R9999 on sale. The IPhone was not delivered and the order was canceled due to unavailability of stock. They didn't inform me I had to call and inquire about my order. On the 04th of September I called again and they said I should send my banking details for verification. I did that but till today "my refund is not yet approved by finance team, they escalated the matter" said the agent. My order number is MAK5011685.