Makro Online

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...

I had the misfortune of visiting Makro Bloemfontein today 6/12/2023.

I recently purchased a 75cm TV from Makro together with other items that will be delivered on 8/12/2023.

Amongst the items were brackets to affix my TVs to the wall.

The contractor said I should fetch the brackets and he can install it in the meantime, while we were waiting for the TV to be delivered.

Mr. Manie promptly assisted me, and I was sent to the delivery department. the lady Julia was supposed to assist. she totally ignored me, and the other lady tried to intervene. she was rude and dismissive to say the least. I hope she is a good worker because her people skills are sorely lacking.

I can just mention that Manie initially sent another gentleman to arrange that I receive and sign for my goods; he came back in a fluster stating that "they" did not want to help him and were difficult, therefore Manie took me there himself. He was also treated abruptly and then he left me in her uncapable hands.

She was in such a bad mood that she forgot to return my ID card. I was so taken aback that I left and had to return for it.

Julia should really be kept away from customers, to say the least.

She should be trained, or some intervention should follow.

My name is Adv Roy Naude

Tel [protected]

I placed an online order on the 24th of November. Makro website indicates it will take 2-5 working days for my order to be delivered. I kept checking my order status and noticed ut said "order packed" its been like that ever since the 25th of November. Today it's the 5th of December. I called Makro on the 2nd of December and I was told the courier company went to the store to pick up my order but they could not find it. However, I was promised that my order will be delivered before the end of the day if Makro silverlakes receives the online customer message before 12h00. The order was never delivered. I called again on the 4 of December and I was told the order will be delivered on the 5th of December. I called during the day on the 5th and I was assured the order will be delivered before the end of the day. Im still without my order. They are dishonest. If Makro is overwhelmed by online orders especially on black Friday, they should indicate on their website that delivery might take longer than usual. I bought cleaning detergents and washing powder that were not even on sale. I cant wash my baby's bottles and clothes because I have runned out of my cleaning and washing supplies.

I placed an online order on 21/11/2023 for a vacuum cleaner that I urgently needed as mine broke on 22/11/2023.

I gave special instructions asking that the order must please be delivered between 08:00 and 16:00 weekdays.

On Thursday 23 November 2023 I was contact at 17:34 to 17:49 by the courier partner for delivery and I was unfortunately not with my phone and missed the calls.

I though I would be contacted again but this was not the case. On Monday, 27 November 2023 I phoned Makro head office to ask then I can expect delivery.

I was only contacted by Makro Polokwane on Tuesday morning and I was told, the order could not be delivered because I did not answer my phone. The person I spoke to who handles online order was extremely rude and sarcastic to me stating I would have had my goods if I answered my phone.

I explained to the female that I specifically gave instructions for when I am available for delivery but these were ignored.

I was promised that the courier would phone me the next morning to deliver my order. I have not received any communication from Makro since and had to phone head office again to follow up.

Please investigate the Polokwane branch customer care. I do not shop at Makro Polokwane in store as staff have been rude before and now it seems that their online assistance is even worse.

It is now the 01 December 2023 and the order is still not delivered. I have to phone everytime and receive no communication from Makro whatsover. I have not been contact back at all.

I regret buying from makro,bought a treadmill on the 24th November 2023, and on the 25th I received a failed delivery notification, I was surprised how as I never received any call from makro. In any event Monday I take an initiative to call and was provided with the driver’s contacts,whom I contacted and he informed me that he will call me back which he never did.same day around 3 I contact the driver and he informed me that his boss didn’t pay him therefore he will not deliver…contact makro call centre to inform them to make alternative arrangements as the driver will not deliver and is informing me about issues that are none of my business and wow what a complete waste of my time and airtime….consultant made we hold for long protracted period and then told me that my delivery will be made between 12-20:00 the 25th November. I waited like an idiot ,21:00 I received a failed delivery notification again.26 November I called again and was again made to hold for long, I then subsequently spoke to the call centre team leader by the name of Mawetu, who was confident in telling me that even if I trace the directors of makro they will give me the same response when I informed him that makro is incompetent and I want my refund immediately….he said they cannot refund me immediately I have to wait 7-14 days ,notwithstanding the fact that I want to cancel because of bad service and Black Friday specials from other companies that can offer a better service will be over by then.out of frustration I proceed to makro Strubens and the stuff there are well trained it’s unfortunate that they didn’t have stock,Luyanda took the initiative to contact makro in Riversands as that is were my treadmill is ,and the manager there by the name of Alfie is dishonest person who informed him that delivery will take place on that 26th ,today is the 30th and I still haven’t received my delivery…makro service is terrible and some of the stuff members need training,I regret not buying the treadmill from Game. clearly there are no measures in place to ensure client satisfaction, I have experienced terrible customer service ever

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.