Makro Online
Reviews and Complaints

Beware of Makro’s Customer Service: A Cautionary Tale

I wanted to share my recent experience with Makro to warn others about their disappointing customer service. I purchased a microphone and condenser kit online for my son's birthday, which was delivered on February 5, 2025. When we unpacked it on February 12, we discovered that several parts were missing and that it was not the product I ordered; instead, I received a cheaper model.

Initially, I tried to log a complaint online, but the system wouldn't accept my submission. So, I called customer service, where I was assured that my complaint would be logged, and I would hear back within 48 hours. Unfortunately, by February 17, I hadn’t received any communication, so I reached out again, only to find that my issue hadn’t even been escalated. They suggested I try logging it online once more, which I did, and once again, I was assured it would take another 48 hours to arrange the collection.

On February 22, I called again and was informed that they would escalate the situation. However, when I contacted them today, February 26, they refused to let me speak to a supervisor. I even tried to contact their head office, but they gave me a phone number [protected]) that never gets answered.

It seems that I’m not alone in facing these issues, as I’ve found similar complaints from other customers online. I just want to warn everyone: if you’re considering purchasing from Makro, be prepared for potentially poor service and unresolved issues. I urge them to either collect the wrongly delivered item or allow me to return it in-store for a refund – although they've told me that's not an option.

Think twice before buying!

On Saturday, 21 December 2024, I visited Makro Centurion. I selected water and dog biscuits from the shelves based on the labels displayed. At the till, there was confusion because the label, product, and price did not align. Despite my attempts to explain the issue, the staff did not seem to understand.
A manager was called to assist, but his approach was unprofessional. Without listening to my explanation, he immediately dismissed the matter and attempted to deflect using corporate rhetoric. When I objected to his attitude and refused to accept his explanations (as he refused to listen to me the customer first), he abruptly left, leaving the staff to handle the unresolved issue.
This raises concerns about the professionalism and competence of the management at Makro and how they value their customers (and staff)
The conduct of the manager was highly unprofessional and reflective of the priorities within Makro's management structure—centered on ego, money, and internal prestige rather than customer care or staff welfare. It is evident that your female staff members are not valued appropriately.
The two ladies who assisted me were exceptional. They demonstrated professionalism, empathy, and dedication, doing their best to represent the company and manage the situation effectively. They deserve recognition and consideration for management roles far more than the individual currently in that position.
If there is any integrity or common sense within your organization, this manager should be relieved of all duties immediately. Even the runner who assisted maintained a standard of professionalism that aligns with proper business ethics, unlike the manager in question.
The individual who stepped in to handle what the manager was supposed to do, Thapelo Mofokeng, demonstrated exceptional competence and professionalism. She exemplifies true management material, far exceeding the performance of Enough Modibane, who's behavior was unprofessional and indicative of someone ill-equipped for the responsibilities of a managerial role. Rewarding such behavior reflects poorly on Makro's standards and priorities.
Employees like Thapelo Mofokeng, who step up and embody professionalism, deserve recognition and opportunities for advancement. Meanwhile, retaining individuals like Enough Modibane in managerial positions undermines the company's reputation and commitment to ethical business practices.
I strongly urge you to review the camera footage from Saturday, 21 December 2024, starting at 14:00. This will provide clear evidence of the conduct of the manager in question, highlighting his unprofessional behavior. It is disappointing that someone so clearly unsuited for their role is rewarded and promoted at the expense of more capable employees and, ultimately, to the detriment of your customers—who are the source of your revenue.
This review would also showcase the efforts of staff members like Thapelo Mofokeng, who went above and beyond to handle the situation professionally despite the shortcomings of their supposed leader.
No competent manager or leader would exhibit the behavior demonstrated by this individual within your organization. Such actions are a disservice to both your customers and the dedicated employees who strive to uphold the company's reputation. This reflects poorly on the standards expected from those in leadership positions at Makro.
Additionally, the responsibility for ensuring that prices, labels, and products on shelves are accurately aligned falls on your staff, and the failure to maintain this basic standard reflects disgraceful incompetence. Whoever is responsible for this oversight should be held accountable, as it directly impacts the customer experience and undermines trust in your organization.
I can not help to notice looking at the huge amount of complaints and lack of resolving them, that you really just laugh off all complaints.

Formal Complaint Regarding Undelivered TV Order and Poor Service

Dear Makro Customer Service Team,
I am writing to formally lodge a complaint regarding the unacceptable handling of my recent order (Order Number: MAK 8461373, Waybill Number: NA0122704). Below are the details of the situation, along with my concerns:

Order and Delivery Promise:
I placed an order for a TV on 29th [Month], with a promised delivery date of 2nd [Month].
On the 2nd, I called to inquire about the status, as the tracking app only showed the order as "packed." The call center agent assured me the issue would be escalated and the item would be delivered the next day.

Financial Impact:
I arranged for a technician to install the TV on the evening of 2nd [Month] and paid a call-out fee.
When the delivery failed to arrive, I rescheduled the technician for the 3rd, 4th, and 5th, incurring additional call-out fees.
Repeated Failures in Communication:

Despite numerous calls to your customer service and assurances from your team, the issue remains unresolved.
I contacted Deli Express (Value Express - Logistics), only to discover they had no record of the waybill number. This reflects a serious lack of coordination between Makro and your courier service.

Escalation:
I have now instructed my lawyer, Jan Nel of Swart Redelinghuys and Nel, to file a claim for the costs incurred due to this issue.
I will also escalate this matter to your CEO via LinkedIn, report it to the Consumer Goods Council, and share my experience with the Featherbrook Estate community forum (comprising 1,003 homes).
Given my history of purchasing 13 appliances from Makro, this is the most disappointing service I have ever experienced. As a loyal customer, I expect better service and accountability.

Resolution Sought:
I demand the following:
Immediate delivery of my order with clear communication on the delivery timeline.
Reimbursement of all call-out and installation fees incurred due to the delays.
Contact details for Deli Express management to address their failure to handle this delivery.
Please respond promptly with a solution to this matter. If I do not receive a satisfactory response, I will proceed with the outlined actions.

Sincerely,
Marina Sander
Contact: [protected]
Email: [protected]@gmail.com

We have had the Makro account for several months now and we still have not received statements. I went through the trouble of ubering there today and instead of issuing me with a statement, which we URGENTLY NEED for a rental application, I was told "They promise they will send it". No statements have been received to date.

Please send the statements immediately.
[protected]@gmail.com and cc [protected]@gmail.com

Mrs A Luckhoff

I placed an order with Makro online on 23 April 2025 for R1407 and paid with a Credit Card. Makro had some problems with their systems on the day.
I have still not received my order.
I have Whatsapped, e-mailed and called Makro online, to no avail.
The order number is #434236000254757100.
The couriers are a company named Wumdrop.
I will send a final e-mail after this message, to formally cancel my
order. Problem is, they don't acknowledge receipt, i.e. send a read receipt upon opening the e-mails.

I ordered 2 original Stanley Cups on Makro Online website. I received my order and it was imitation cups in torn boxes. I requested that the cups be collected. A week later it was collected. More than a week later I call to try and figure out the progress as there are no e-mails, no feedback whatsover. Eventually spoke to a consultant online who said that the items were sent back to the supplier. I said that I paid Makro and my money needs to be refunded by them as soon as possible. Someone would have called me back. I called again more than a week later and still "the order is in transit to the supplier". Same argument, I ordered and paid Makro. I will receive my refund 29 April. Today, 30 April I call again. Sorry it is still at the supplier, once he gives the go-ahead I will receive my refund. I demand to speak to a senior and the phone call was dropped. I am nothing closer to receiving my refund.

Good Day,
I am awaiting feedback for my refund of R 609. Makro delivered an incorrect item instead of the item I purchased online, they collected the item 14 days ago however have not provided feedback regarding my refund.
I ordered gold rail and they delivered a black rail, when I called in 30/04 the consultant confirmed the supplier received the returned item.

Order OD434000254874475100 was delivered incomplete on 29 March, I called in reference IMI3 the following Tuesday and to date I have followed up twice. There is no feedback regarding my enquiry. You either need to deliver the missing item or refund me. But it cannot take over a week to get back to a customer, talk about bad customer service. The only box that had liquor I took a photo off. The 2 x Tokara was never delivered.

I purchased a laptop via the Makro online store on the 2nd February, the product was received on the 6th February. After inspecting the laptop, I realised it was not what I was looking for and logged a return on the 8th February, where I submitted the pictures of the laptop and indicated that the laptop can be collected on the 10 February. It is now the 3rd March and nobody has contacted us to make arrangements to fetch the laptop. We have spoken to over 10 consultants and each one promising they will help resolve our problem. We also went to the Makro store in Montague Gardens and they said they will write an email to the online store manager. We asked to also speak to the supervisor at the customer support centre and they keep diverting the call to another consultant. this has been such a frustrating time and all we want is our refund. the laptop is in the original packaging and waiting for colleciton.

I bought a Cellphone from Mako and found that the phone what heating up when you charge it.I create a return ticket (ref :RT#[protected]) on the 21 January 2025. It is now the 24 February 2025 and I can't even get the mt talk to me about this issue.Ether they close the Whatsapp chat or leave you on hold until all your airtime is finish.
What action can I take against Makro for this. Who can be held responsible?

Good day
Please find attached waybill document for your reference that refers to order number MAK8881022. Can you please let me know if I will be passed a credit or will they deliver me a new vacuum cleaner. As I need to know because I would like to know if I must go into Makro Centurion and pick up another Vacuum Cleaner. And if you are going to deliver another one when will I receive it?
I am not happy as I bought a vacuum cleaner and you can see the pictures it was damaged when it arrived. I log for them to collect the damaged vacuum cleaner on the 17.1.25. Your call center keeps me on the line for 12 minutes and then they put down. NOT GOOD SERVICE AT ALL. I want to return the vacuum cleaner to Centurion but I get told I can't do that as it was bought on line I have paid for the vacuum cleaner so I just want to get a credit for it so I can go an get a new vacuum cleaner. Is it so hard to understand. Can someone please phone me snd let me know what is going on. As this has gone to far too long. You have taken my money but will not help me now as it arrived damaged. As I have the right to get a new vacuum cleaner.

I ordered an item (air fryer) on the 25th December 2024 to be delivered on the 8th of January 2025. Today is the 13th and still haven't received my order. I've tried calling many times but no one is giving me any solution. One day they sent me an email that my order has been canceled and i will receive my money within 7-14 days. Then the following day they sent another email that my order has been packed. I called to find out what the issue is and they told me that my order is still on progress.. I just want my order please. Thank you

I made a purchase on the 3rd of November - order number MAK8047363.
The following items were returned to Makro on the 22 November -
1 x Cole Stretcher
2 x Camp Master Emergency lights.
I am STILL waiting for my refund 6 weeks later.
I have attempted to contact Makro on whats app on numerous occasions and have had no response. I have also called the customer service call centre on numerous occasions, and they are very nice but ineffective.
They keep on telling me that the funds are waiting to be released and that they will escalate to the finance department and still nothing happens.
I am really gettting highly irritated at Makro's inefficiency to refund me with monies owing to me.
I would appreciate a response and the funds credited back to me immediately.

I placed an order (MAK8349282) for grocery and liquor items online on Makro app on Black Friday (29/11) and paid. My order was split into 3 deliveries on the app. The first delivery (comprising some grocery items) was delivered very quickly - the following day and I was very impressed. The 2nd of 3 deliveries arrived the following week Wednesday (indicated delivery date was the following Friday, so arrived well in time).

The liquor component of my order, which was indicated as estimated delivery date of 02/12, never arrived and the status of the order did not change until the Wednesday the 04/12 when I contacted Makro online call center to enquire about the balance of my order. It then showed "Packed on 04/12" and has been stuck like that on the order up until today (20/12). I have made at least 4 calls to the call-center every time to be told the order is packed but due to a Black Friday backlog, a courier has not been assigned. I was told they would escalate to the store who would phone me back.

Since then, I contacted Makro online telephonically and per email 3 times, with no further feedback or update. I contacted them on 17/12 requesting a refund for the stock that was not delivered, as no one was updating me, and the order status did not change in almost 20 days. First, I was told the refund would be processed and takes 48 hours. When I phoned back after 3 days, I was told they are waiting for feedback from the store, as the stock shows as packed.

Makro, this service is shocking and as explained to the call center agent, customers should not be victims of your internal bad controls and lack of communication from stores. If I wanted to deal with a store directly, I would go and shop at that store. The reason for buying online, is supposed to create convenience and ease but Makro has failed miserably in this instance. Pay my refund back! I don't want to wait for your store that could not deliver my order in the first place, and that failed to contact me on numerous occasions.

Makro needs to refund me for the undelivered stock, as I cannot wait any longer for a delivery that should have been made 2 weeks ago already. This stock was needed for Christmas and now I have to buy alternative gifts with money I also don't have.

Dear Makro Customer Service Team,
I hope this message finds you well. I am writing to express my dissatisfaction with the extremely poor service I experienced during my recent online order with Makro.
Order Details:
• Order Number: MAK8253840
• Date of Order: [23/11/2024]
I encountered several issues throughout the entire order process, which have left me frustrated and disappointed with the level of service provided:
1. Delayed Delivery: The delivery was significantly delayed, causing inconvenience, and disrupting my plans. The estimated delivery date was not adhered to, and I received no proactive communication or updates on the status of my order and ended up with the wrong order.
2. Unresponsive Customer Support: I attempted to contact your customer service team multiple times to inquire about the delay, but my efforts were met with little to no response. When I did receive a response, it was unhelpful and failed to resolve the issue promptly.
3. Inaccurate Product Information: The items received were not in line with the description provided on your website. This misrepresentation further added to my dissatisfaction.
4. Poor Communication: At no point was I informed about the status of my order, the reason for the delay, or any resolution efforts. Transparent communication is critical in maintaining customer trust, and this was sadly lacking with the bad experience from Themba the manager.
I understand that unforeseen issues can arise, but the lack of communication and support throughout this process has been extremely frustrating. I trust that you will take immediate action to address this situation and ensure that no other customers face similar challenges.
I would appreciate it if you could investigate the matter urgently and provide me with an explanation of what went wrong with my order. Additionally, I kindly request that you offer a suitable resolution, such as a refund or a discount, as a gesture of goodwill for the inconvenience caused.
Please respond at your earliest convenience. I look forward to your prompt attention to this matter.
Kind regards,
Mmakatsile Patricia Ratshoshi
[protected]

I've placed an order with Makro on the 29/11/2024 online which was 3 products.
2 out of the 3 products was delivered.

Order MAK8359506 part2 only shows packed, and should have been delivered by the 6/12/2024. Condere Energy Saving Floor Stand Fan Pack of 2 A 12 mm 3 Blade Pedestal Fan (Condere, Pack of 2) Condere Energy Saving Floor Stand Fan Pack of 2 A 12 mm 3 Blade Pedestal Fan (Condere, Pack of 2)

I've tried to phone on the 7/12/2024, they kept placing me on hold, then they heard what I've said and kept saying I need to wait 72hours before response, when I insist to speak to a manager they placed me on hold and then after a few minutes they've cut the call.

So I've tried email, the 1st email back is to repeat what I've said in the intial email. After that if I tried to email I get no response back.

So I've tried webchat on the 7th of December, the 11 of December and 13 December. The 1st 2 times they've said it is escalated and a manager will phone me back. (Nothing happend) Yesterday I've tried again and still nothing happens, I was on for 3hours and all they've said they were trying to get hold of supplier, no feedback no outcome.

I must say my experience with customer care until now is that this is the worst, you don't get anywhere and no one gets back to you.

The products is just standing still on that it has been packed.

So my question if it has been packed why is it not handed over to Courier for delivery?

I have alot of proof, but I don't think you give me enough space to add it.

I want my product.

I placed an order for a chest freezer on the 28th. of November 2024 and the online system stated that it will be delivered by the 30th. of November 2024. To date all I have is an email sent out to me from Makro on the 3rd of December stating that my order has been packed. I called the call center earlier in the week and they promised that they will have it delivered within five days counting from the 28th of November 2024. To date I still do not have my order delivered and I really wish I had rather gone in-store to buy it and transport it home myself. The call center also makes promises to escalate the matter, but nothing happens afterwards still. I'm really not impressed by Makro online. They have my money and my order. It seems I might not get back neither at this point. I doubt I will ever buy on their platform ever again!

I still have not yet received my refund for a defy washing machine (order # MAK 8100644) made on 8 November 2024 with the delivery date being 12 November. By Thursday 14 November, I had not yet received the washing machine and when I phoned I was told that the courier had not received the item and that Makro was unable to trace the item at the store. As a result, I cancelled the order ( (ticket number 4626444). I have sent 3 previous emails (unanswered) and as a result, I followed up telephonically today (ticket 4729839). I was told that the order had not been cancelled. Should I not receive confirmation of the cancellation and proof of payment of the refund by the close of business tomorrow, I intend to lay a charge of theft against Makro and I will do the same with the bank in order to reverse the payment.

I purchased a TV at Makro on 2021/10/01. I took out an extended warranty policy number [protected] which is valid until 2026. My TV's sound bar stopped working while I was watching TV during September 2024, and I logged a call at Makro Wonderboom where I purchased it.
The contractor they sent out visited me on 2024/10/01 and I was told some or other import port was broken. The TV was installed by Makro's technicians and therefore I could not have damaged it as the port is on the inside of the TV.
On 2024/10/03 i was called and told that the warranty is void.

This is absolutely ridiculous as I had nothing to do with the breakage. After all, what is the purpose of a warranty or even an extended warranty that cost me
R 1600.00 additional if it does not cover such breakages. I will most definitely not buy anything from Makro again and will advise any person not to purchase any warranties from Makro as their service is clearly a scam. I am also going to report is as such broadly on every possible social media platform.

I cancelled an order ahead of time, they still delivered it to my husbands workplace over the weekend when he was not there. Was then told to log a return, they still insisted on asking me countless times why i was returning it and told me i had to provide images, its been over a week, the item hasnt been collected and i havent been refunded. The toys from Sleuth are a ripoff, stop falsely advertising.

Order placed on 28/06/2024 for a 5 piece Pink butterfly quilt set. Received total white quilt set on 10/07/2024. I have informed them about the incorrect items being delivered and requested a return. I was given a reference. The set was only collected 18/07. No further communication and my refund have not been paid. Every time I call it is just another excuse. None of the emails are acknowledged or responded to.

I purchased a product online on the 08th of June 2024 on the 09th of June 2024 I sent an email cancelling the product. On the 10th of June 2024 I called to make sure the delivery is cancelled. The advised me that it it is cancelled. On the 12th of June 2024 I called makro again as i received a email saying that the product was picked up by the couriers and on it way for delivery. Makro ensured me that the courier will call me before delivery and I must then inform them not to deliver the product as it has been cancelled. I asked what if the couriers do not call me before delivery they said that it will be makro's fault as I cancelled before the product could be picked up by the couriers. Since then I have been calling makro constantly only to be told that they sent a message to the couriers to pick up the product and do a refund up until today the 01st of July 2024 I have been told the same thing, they will send a message to the couriers to pick up. There customer service is terrible. I asked to speak to a manager i was told that the manager is in a meeting but they dont know when the manager will give me a call back.

The people i have spoken to are;

Shengiwe - 4140960

Tazwill - 4147817

Tabelo - 4147817

Mahlatse

Hi Makro

I hope this message finds you well. I am writing to express my disappointment with the activation process for the service I recently signed up for.

I recently made the effort to drive 34km from my home to Clearwater Mall Makro, as directed, in order to complete the activation process. However, upon arrival, I was informed that the system was unable to pick up the necessary information. Instead, I was provided with details regarding the protection plan and the monthly fee, which was perplexing to say the least.

Given the considerable distance I had to travel and the time and fuel expended in doing so, I am reluctant to repeat the journey only to encounter further issues. As they say, time is money and fuel is a precious resource. Therefore, I regret to inform you that I am no longer interested in proceeding with the activation process.

I kindly request that you cancel my registration and any associated services and subscriptions. Your prompt attention to this matter would be greatly appreciated.

Thank you for your understanding. I trust that this cancellation process can be resolved expediently and without further inconvenience.

Yours sincerely,