Makro Online
reviews and complaints

On the 22nd April 2020 I placed an online Makro order. The website did not permit for the "collect option", therefore I was forced to opt for the "delivery option" for which I paid R100 additional to my order. I called Makro Cape Gate On the 28th of April 2020 to request that the items be collected instead of delivered but, I was told that the items had already been collected by the courier. I called the Makro call centre [protected] three times today; at 13h40 the call centre consultant advised me that the delivery of my items would be escalated and feedback would be given, which I asked for within an hour of the call. By 15h10, still no feedback, I called the call centre again and was told that the Makro Cape Gate branch would be contacted to obtain the tracking number for the courier company and that I would be contacted within less than an hour (as this process was quick, and there is no need for me to wait as long as an hour for feedback). It is now 17h00 and no feedback has been received. This is totally unacceptable. The courier company collected my order, according to the Makro Cape Gate staff, on the 23rd of April which means that my groceries have been with the courier company for 6 days! No one at a Makro gets back to me, none of the staff seem to know what is going on.
What pathetic service.

I placed an order online on 16/03/2020 for r2, 156.20. On 20/03/2020 makro notified me that they can not complete the order and I canceled it. They then process a refund of r363.90. And that was apparently all they owe me according to their records despite the fact that I had a r2, 1562.20 transaction going off on my bank account. I have been speaking to numerous staff at their call centres and have sent 9 emails requesting a refund and all they can tell me is they are referring it to their it department because they can not pick up my payment. The staff at the call centre does not want to transfer me to a manager to sort this out - instead they just put you on hold and leave you on hold (lebo, thanks for wasting my airtime). What must I do to get my money back!

Online order # mak2429994
Call center reference # 667089

I was given the assurance that the delivery will take 3-7 working days. I paid for the products to be delivered and on 8 apr 2020 received conversation that the order was being processed. Today is 24 apr 2020, 12 working days later and according to the tracking service the order is being prepared today.

This is falls advertising. I ordered food. Should we go hungry until macko feels like honoring the agreement? You have my money leaving me no option to buy the food at any other place.

This is unacceptable.

Order mak2462982 placed and paid 08/04/2020. I recieved an email from makro for order confirmation after the order was placed. Order placed at makro carnival. The order still only says "in progress", no change since the day it was placed. 15/04/2020 I sent makro online team a email trying to get answers, with no feedback at all. 16/04/2020 I phoned the help line and they escalated the issue, they said that they would be in touch with me within 24 to 48 hours. 20/04/2020 I phoned again and yet again I was told that the issue is going to be escalated.
What hapenned to the first escalation? Makro does not notify nor keep in touch with customers. They do not use the terms and conditions that you have to accept when registering an online account. If products arent available or there is going to be a delay, the least they can do is notify customers. They want payments before orders can be completed, but once they get the money. Customers arent important anymore. And as to be expected this post wil only get the normal scripted answer that they send everytime. Makro dissapoints yet again

I have placed an order for groceries on your online service. Makro have advertised it will take 5 to 7 working days to deliver.
My order was placed on 30th March. Today is the 8th of April and no delivery.

I have phoned Makro and no person can tell me when my groceries will be delivered! I will never buy online from Makro again if this is your service.

You have encouraged people to buy online due to the Covid 19 issues we having but why advertise false delivery dates.

I want an answer please or just refund my money so I can rather go and stand in que for my essential goods.
My order number is MAK2453252

I just received an order from makro. Is this how you deliver serviets to clients at any time, not to mention corona time.? Please come and take it back. I cannot beleive this. I don't want them. I can't acctualy beleive that you can send this to clients. What am I suppose to do with this? Is this standard of the way makro is doing?

Just over a month ago I purchased a Defy Oven and Hob Unit from Makro Ottery in Cape Town. The first unit was faulty so I returned it and got another unit. Everything was working ok. I've been using the hob and the oven quite frequently but more the stove than the oven. 2 days ago while using the oven, after I had baked my chicken, luckily my chicken was done, but when I got to the oven to take the chicken out of the oven, I noticed the oven was off. The oven light and the switches were still turned in an on position but the oven just went completely dead. I then thought it probably switches off when the oven gets too hot (like a thermostat perhaps) but no. I waited till the oven was completely cold and tried to switch it on again but still absolutely nothing. I tried calling Makro customer care but they couldn't help
Me because everyone's on lockdown. I am so upset and angry because I bought all my appliances from Makro but their after service I must say sucks. They're just not helpful and accommodating at all. I have no idea what it could be and I even called an electrician to find out what it could be but he says it's the unit because my stove(hob) is still working perfectly fine. So according to him, there's nothing wrong on my side wrt my electrical work in my home. The reason why I purchased another unit was because the last one I had was 10 years old already and had it's days. I called the branch and emailed customer care regarding this problem, but apparently everyone's in lockdown. They don't have any people providing a service when there's an emergency. I am so fed up with these people. This means I have to wait till after the lockdown to get another unit or this unit repaired and just after the lockdown is our Ramadaan. Seriously man this is not acceptable.

When I opened the wrapping of the machine the back cover was loose and the motor was halfway out as well as the driving belt. I reported this to Makro's online e-mail platform. They send a technician from Defy to assess the machine. Defy indicated that the drum has cracked but that it can not be replaced as the machine was delivered to me more than a year ago. As I have already indicated to Makro, the machine was put in storage since I received it in January 2019. I purchased this machine in November 2018 on your Black Friday sale. Early in December 2018 your courier phoned me and said that he will not deliver this machine to me as it was dented and he will return it. Another machine will be delivered to me according to him. I went on leave middle December without receiving the machine and when I returned from leave in January 2019, I immediately follow-up on why the machine was still not delivered to me. After a few e-mails to you (of which I have record) it was eventually deliver to me, where I put it in storage as it was bought for my daughter which was in Thailand at the time.
I am certain that the same machine was delivered to me in January 2019 after I had to put pressure on you for the delivery of a machine which I have already purchased eight weeks earlier in November 2018! You must have records of the courier who phoned me in December 2018 as he knew that the machine was damaged as I explained above.

I am quite upset with this matter as I have paid R2799 for a broken machine! I feel that you have stolen my money and cheated me in giving me a broken machine.

Deon Gouws
[protected]

Zainul Bux is the most rude, obnoxious and not to mention the most condescending person at Makro Cornubia Durban.
I purchased an urn which was the incorrect item and upon return of the item was told that it was used. Further to this, without informing me that the packaged was re-sealed, bearing in mind not re-sealed by me, only after the fact that the package was opened by the staff of Makro Cornubia, was I informed that it was re-sealed. Zainul Bux proceeded to inform me that my questions as to why I was not informed it was re-sealed before opening the item was not "making sense" and proceeded to walk away without having to hear my point.
Makro cannot provide me with any concrete evidence that the package did not come from the manufacturer or that it was returned previously without being checked.
Please would someone investigate this matter and revert.

I would like a refund or repair to my couch that I ordered on the 8th of February which only arrived today on the 18th of March and the side is torn.

I have submitted a request on the website but still have not received a response.

I placed an order with MakroOnline on 1st March 2020, of a variety of 100 items. Despite their policy being to deliver items within 2-5 working days, I am still waiting.

Strangely, the only item that was delivered today - out of a list of 100 items - was 1 bottle of gin. There is no explanation, no communication, no estimation of delivery of any other items, no response to my emails, and no feedback from when I have tried to call the customer care number.
I am at a complete loss as to what to do and ensure delivery of my goods.

I see they have issued a statement that items will be limited due to coronavirus, which is completely understandable. However, my order was made nearly a week before the outbreak in SA - and I have received absolutely no communication regarding whether I will be receiving this order - or what proportion of it I will receive given these announcements made after I had placed my order (in which case I wonder why my order should be affected if it was placed nearly 20 days before the announcement).

These are trying times, and I would at least appreciate some communication in case I need to make alternative arrangements, and prompt delivery of my order.

It simply is not right that I had ordered - and fully paid - for an order for which I have no idea whatsoever of its status.completeness.estimate date of delivery. I have simply been ignored for over a week now.

On Saturday, 29 February 2020 I contacted Makro's call centre to enquire about prices for fridges. I was informed that there was a Hisense fridge on special until 1 March 2020.
I purchased a metallic Hisense 271L Combo Fridge/freezer (code [protected]).
A family member had passed away the previous week and I thought the service would be on Tuesday, 3 March 2020 and asked for delivery on Wednesday, 4 March 2020. However I was then informed the funeral would only be on Thursday, 5 March 2020.
I contacted the Makro warehouse number dealing with deliveries. I spoke to Jon Rico and I asked him if it would be possible to change the delivery date to Tuesday, 3 March 2020. He asked me for my Makro card number to enable him to track my purchase and other details.
He told me that it was sorted and the delivery would take place on Tuesday, 3rd March 2020.
I arranged for my old fridge to be collected so that there would be nothing to move when fridge was delivered.
By about 1pm I thought I would phone Jon Rico and find out if he knew more or less when my fridge would be delivered. He again asked for my Makro card number. He then told me that he had sent an email on Monday, 2nd March 2020 and he was informed that the delivery date could not be changed.
I was fuming as I said that I didn't have a fridge as I thought the fridge would be delivered as discussed with Jon Rico. I said that if it wasn't possible he should have had the courtesy of calling me to inform me that this was not possible. I would then not had my old fridge collected.
After much discussion and apologies from him (which was just not good enough) he put me through the Makro switchboard.
I was then informed that a list would be compiled that afternoon and only then would it be decided if my fridge would be delivered on the 4th March 2020.
More apologies followed which I still found was not enough as I had perishables packed in cooler bags.
I then decided to call Makro again and I was put through to Charles. He took my details and said he would get Alistair to call me.
After a few minutes Alistair did call me and I told him everything that had occurred. He also told me that the delivery could only take place the next day.
By that time I felt as if my blood was boiling and that the constant apologies I was getting was just not good enough. I still laid the blame with Jon Rico at the delivery warehouse who should have contacted me the minute he knew that my fridge could not be delivered on the Tuesday.
I then said I wanted to speak to management or else I would come to the store to see them.
Alistair then said he would speak to management and call me back. He then phoned me back as there was a van that was apparently coming back to the store and they would deliver my fridge. This after I was constantly informed that the trucks only came back to the store after 6pm and that a delivery then was not possible.
My fridge was delivered but lo and behold when packaging was removed from fridge I discovered a big scratch on the top door of fridge.
The guys who delivered the fridge told me to contact Alistair to inform him of the scratch.
I called him and he arranged for a replacement fridge which will be delivered on Friday, 6 March 2020.
I have no words to describe how angry I am at this whole delivery process. I lay the blame with Jon Rico at the delivery warehouse who should have informed me that the fridge would not be delivered on the Tuesday.
I could have waited till the wednesday but first of all I did not have a fridge and secondly he should have informed me that it would not be possible.
I would however like to to extend my sincere appreciation for the help that I received from Alistair.
I trust this complaint will be dealt with.
I look forward to hearing from you.

I purchased the Phillips Air fryer in January 2020 as a birthday gift for my wife from Makro Conubia. She used the item for about three weeks and somehow the handle of the item became loose. Today, I visited the said store and was told that the supplier policy does not cover physical damage.

With much frustration, I asked to speak the manager in charge but was given the run around that he is in training and no one else can assist.

Can I please ask someone to assist as this was a gift that my wife cannot use now and let alone the money spent on something that cannot be used.

Good day,

I have placed the above mentioned order on 2 February 2020. The delivery time on the purchase was 2 - 5 working days. I can see on the order tracking that the order was packed on 3 Feb 2020. The order however was not handed over to a courier from that day. Today is the 14th of Feb. I have phoned the call center twice in 3 days and was told they will escalate my query and I have even send an email, all without any feedback.

This backpack is for my daughter that started university and she does not at the moment have a backpack for all her books. This is not acceptable.

Can you please help me with this. I have not seen such poor service in a very long time and it is glaringly obvious that the online shopping function of Makro South Africa is not functioning even remotely properly.

Rather just skip the whole online function if it can't be done sufficiently. Customers doesn't need more poor service.

Annemie Buys

Purchased a book online on the 1st Feb 2020 it has not been received. I have made calls since the 5th of Feb for assistance there was no response on emails and the call centre is not picking up my calls. I today 12 Feb was informed via that the order was cancelled without being given reasons. My refund was not even part of the discussion. I want my refund back from Marko.

Pathetic customer care! I ordered an item online (exclusive) on 3-Feb and the wrong item was delivered. I emailed Marko Online and got no response. I then phoned the customer care and the lady said it will be escalated. I told them I have to drive over 100KM on Saturday to install it and if they cannot deliver the correct item by Friday then it will be to late. It is now Monday and I am still waiting for Makro to fix their **** up. No communication no nothing... I phone them again today and still i need to wait... it's been a week. If I knew I was going to have to wait 3 weeks for my order I would have told you to stick it!

Please note that I am a very irate client that has no words to describe how disappointed I am with the after sales treatment I received from Makro in Strubensvalley my frustration started on the 3012020 after returning a faulty Petrol Brush Cutter that only worked for one day and once we tried using it the second time the machine was not switching on, the faulty equipment was returned back within the 14 days that the policy states in black and white that we can receive a refund or do an exchange however the consultants seem to be applying a different policy to the one that has been written in black and white, moving on the machine has been booked since the 30th and we have paid for something we don't even have or cannot use but the money has been paid and to worsen the situation I still have to wait for the assessor and Makro to decide the outcome.In the meantime I'm being inconvenienced even more my disappoint is that I have been nothing but a good supporting Makro customer for the longest time and the one time I have problem with a faulty machine I'm being treated like a criminal trying to rob the store my request is for my money to be refunded so that I can purchase a proper working petrol brush cutter and get my problem resolved without leaving a further bad taste in my mouth .