Makro Online
Reviews and Complaints

Products were purchased online (order number MAK2497465) on the 1st of May 2020- the website specified that they would deliver within 7 to 10 working days. It is now the 25th of May 2020 and the products still have not been delivered. I'm extremely disappointed in the manner Makro has handled the matter thus far - I have contacted the Customer Care Centre on [protected] on two occassions to no avail as they have been unable to give me clear answers on when my products will be delivered and the reasons for the delay.

It would be most appreciated if Makro could be transparent and provide detailed feedback on why there was a delay and specify a date when I can expect my products to arrive. Alternatively, they need to give me a refund for the products they are unable to deliver.

I have place an online order on the 19th March, order number 2437593.

On the 22nd March I received my order with the exception of my punching bag. For whatever reason I did not receive the bag and then we went into the first phase of lockdown. Since we went into the 2nd phase of lockdown I have been calling to try and track my parcel with no joy.

I have spoken to Phandile and Lesego in the call centre with no resolve and both gave me the same case number which is 628278.

I then received an email on Friday from Rejoice asking if I received my parcel to which I responded no, I have heard nothing since.

I have called the call centre several times to try and track my parcel, the last call i made to the call centre the agent I spoke to placed me on hold for 13min47sec until the call dropped.

I then send an email to the customer care email on the 18th May stating exactly what i am stating in this compliant and to this day nobody has contacted me regarding my query.

I have never experienced anything like this before with any of my other online shopping providers.

All I want is my parcel or my money back, I will appreciate if somebody will take the time to look into this matter and resolve it once and for all.

I placed an online order with makro and some of the items were cancelled on my order because they are out-of stock, so I told them to cancel the whole order and refund me my money, the order was placed in april and upto so far I have not been refunded my money, I am being told the same story over and over that the matter has been escalated. The reference no is 722892, I want my refund.

Mokgadi
[protected]

On 24/04, I placed two separate online orders for exercise equipment.
Following this, I have had to make several calls & send emails in an attempt to get information on the status of the orders.
When I called on 06 May, I was told by the 2 consultants that I spoke with that the items will only be delivered once the lockdown is fully lifted (this I knew was not the case & excercise equipment is part of the level 4 essential goods).
As a result, I requested that both orders be cancelled.
The same day, I was contacted by the Carnival Store who where working on one of the orders to confirm cancellation when I explained the reason for my cancellation of the orders to be the delivery dates as explained to me by the online consultants, the Carnival Store started working on this order & I was able track the progress online.
This order was eventually delivered today, 20/05.
However, no action has ever been taken on the second order #MAK2483994 (for Trojan Pursuit 360 Exercise Cycle) & I can't seem to get clear details on the status of this order.
When I called on 12/05, at first the lady told me that the order was not cancelled as I had previously requested nor was it packed by the store it was supposed to come from.
For the second time I requested that this order be canceled & I'll buy the machine elsewhere. Upon making this request, the lady then asked me to stay on the line whilst she confirms something on the system. I stayed on hold for more than 15 minutes.
Eventually she came back to the call & told me that there's just been an update on this order from the store, the bike was removed from the floor for packaging.
The same afternoon, I also received an email from Makro confirming that "the items in this order have been moved from non-essential to essential products & the order will now be processed"
Unfortunately none of this appears to be true according to the order status on my online profile. The status is still "In Progress" as it has been from 25 April.
Furthermore, the information online shows that the Germiston store where the cycle is supposed to come from is out of stock. Throughout the country, the only two stores that have this type is cycle is Mbombela & Polokwane.
May I please get full clarity & resolution on this matter asap.
Is Makro able to give me what I have paid for - if so, can I have this delivered to me by 24/05/2020 please.
If not, again may I have my full refund in my bank account by the same date please.

I hope the above is in order.

Thank You

Refiloe

I am Meshack MsibiI went to make on the 10th of may to buy grocery the stuff called somebody behind me and server him how ever I was first in the line, when I ask the lady screemed at me and she was arrogant, I felt like the store need to train the staff how to approach customer and the name of the lady was also involve her name is Siphumelele or phumelele. she was at the teller 62 or 63

Order placed online & paid - 21 Apr 2020 - R373.70
A couple days later informed that no stock of 1 item
Then informed caller and sent email to cancel entire order
Have only received part refund - 24 Apr 2020 - R291.80
Have called a few times and sent a few emails to find out what the delay is on the balance, supposedly escalated?
Order detail #MAK2476509

On the brochure it is advertised for r5999 - which i want to buy
but online it is selling for r6999

makro must honour the advertised price with free delivery!

here are the pictures below that show the 2 prices...

On the 5 May 2020 I ordered a 32GB Samsung Galaxy TAB8 LTE I did not specify a store from which this was to come from. On Sunday 10 May 2020 I received a telephone call from Makro Springfield advising me that they no longer had stock of the item ordered and could they refund my money. I advised them that I had not ordered from Springfield but on line and that there was still stock available and I could still order this item. The lady I spoke to said she would transfer my order to Cornubia who had stock. I telephoned again on Monday 11 May 2020 and spoke to Letiwi (apologies if the name is spelt incorrectly) and she advised me that no it had not been transferred but that she would do it immediately for me.

On Tuesday 12 May 2020 I noted that my order was still "in progress" and telephoned the online help line and spoke to a lady who tried to speak to Springfield but that they were not responding. She confirmed my number and said she would telephone me back once she had contacted Springfield this she did not do!

I have just telephoned Springfield myself again and guess what my order has not been transferred still.

This is absolutely rubbish service and I am absolutely disgusted with the way in which I have been treated with the non performance by every member of staff that I have dealt with thus far and seriously if you think this is service you are sorely mistaken - by the time somebody does something there will be no stock!

Regards Barbara Feszczur

On April 26 2020, I placed an online order for essential items, totaling a list of 53 individual items. I submitted the order and paid for it on the same day, it totaled about R1900. I then chased for an update on April 29 with the Online Team, and was advised that the order was still in progress and I would be advised when it would be dispatched.

A few days later (May 02 2020), I receive an order update to advised that 3 of the items in my original order had been cancelled, and replaced with similar items. I was OK with that as it meant I would still be receiving something similar to what I had originally ordered and paid for.

I chased for an update on 04 & 05 May and was advised on 06 May that it would be escalated with the relevant department, and feedback would be provided. I then, on May 07, get an order update advising that 12 of the individual items on my order had been completely cancelled, and not replaced with a similar product; a refund would be processed and would take up to 7 days to reflect. Prior to that email, no-one had contacted me to advised the products would be cancelled from the original order and how on earth do you cancel items off an order that has been paid for in full. I received another order update on May 08 advising that the first amendment to the order had been cancelled.in total, 15 items had been cancelled from my original order.

I then called the contact centre on the 0860 number, it took 5mins for someone to answer the phone, and when it was answered, I was then put on hold until the call dropped off. I tried again, and the same thing happened. I then called the [protected] number, and got through to an agent. I asked him not to put me on hold, and explained what had happened since I placed my order. While he was all apologetic, I work in customer service, and he wasn't helping me, the customer, feel very warm and fuzzy on the inside. I requested to speak to a manager, and was transferred to an gentleman named Anthony. As I didn't have to explain my story again, I requested why the items had been cancelled without prior contact, and I also requested that the Online Order Manager from the Montague Gardens store contact me before 4pm. That was on Friday 08 May, and i'm still waiting for that call.

I was emailed last night (11 May) and advised that my order was available for collection at the fulfillment store... I paid for delivery. I have contacted the customer centre again today, and was advised that the courier, Barloworld, would most likely collect the order today, and deliver it tomorrow.

I will no longer be using Makro as an online provider of essential goods and groceries going forward as we are halfway into the new month; how am I supposed to feed my family. Not to mention that the items that were cancelled were essential goods to my household.

I place an online order for delivery and paid for it. A few days later I get a response form Makro that some of the items I ordered has been cancelled. How can they cancelled items that you have already purchased and paid for online. You spend hours on the phone to Custer care at your expense and they just refuse to help you.

I have been trying for days now to get an answer as to why and who has cancelled it and if I will be refunded.

Makro just couldn't care about their online customers. Why offer an online service when you are infact incapable of supporting it.

Regards

I placed an online order on 25 April 2020, for delivery. I still haven't received my order and I do not know who can best assist me. I have sent numerous emails to the online support and also tried calling the customer care number where I am placed on hold and the call eventually gets cut off. I tried the whatsapp chat and still not yet assisted. My order number is MAK2484866
I have 2 young kids to feed and this is really inconveniencing us. The customer care number on your website just rings and even though there is an option to speak to someone, the calls get dropped.
Please assist as I need to escalate my query, this is unacceptable

I'm a very displeased customer because of your lack of communication and incompetence- On the 30th of April 2020, I made an online purchase because I desperately needed the item, I kept on tracking my order, until I was fed up and made other means to get the item somewhere else. On 6 May I then called customer care centre to cancel my order, they told me it was cancelled but then the next day I recieved an sms saying "your package has been handed to the courier" so I called back to the customer care centre with their annoying call services, I stayed on the line for 7 min before an agent could help me😡, I had to buy airtime 3 times that day because everytime I made the call I would run out of it before they could explain the misunderstanding; one of their agents told me that indeed it was cancelled, he'd make sure that it's not dispatched and I should expect the refund to reflect into my account in the next 7 working days but then today the package was delivered, I don't know what to do with the item because I already have it, I can't even return it to a Makro shop because there is none around my area so I'm forced to keep it. I can't even resend it by courier because I would have to pay another fee. Your online services are very appalling and this is unacceptable. I am furious right now because I can't get my money back. I should have read reviews about your services before I even purchased😒 but anyway it's a lesson learned, I will never again purchase anything online at Makro nor will I recommend it to anyone alse

I placed an order on the 16th of April then called them on the 24th to cancel my order because I was emailing them and all I got was we have escalated your query to the store which I never got a response from after sending numerous emails, they phoned me today saying they have a delivery for me, when the delivery came only one item from my order got delivered and I was told by the delivery guy that they said this one item was the only item that I never received I have never received any orders apart from today I tried to cancel my order but they just ignored my request and sent me one item out of my whole order, I am so disgusted and disappointed in makro, I've never been in a position like this with any other store I've ordered from online. I want my refund for my things I never received. This is not right.

I have been trying to get my order refunded since the end of March 2020. This was acknowledged by Makro on the 31st of March but my order has not been refunded. I have asked repeatedly for updates here and even sent a bank statement showing to amount debited from my account as requested by Makro Online. I have emailed makroonline.[protected]@makro.co.za, [protected]@makro.co.za and [protected]@makro.co.za.

This is really appalling service and I am really not interested in using Makro online in the future. I would like my order refunded as promised and my queries responded to - simple as that...

On the 20th April I placed and order for essential supplies. Three days after that, I made a follow up since the things I ordered were urgently needed. I was told the order was being packed. I waited and made another follow up two days after, I was told it is still being packed. By then my patience was already finished and I made other means to get the supplies. I then asked to cancel my order.
Only on the 27th April I was informed my order was cancelled, that was when I made a follow up. I then made a follow up on the refund on the 1 May, no one replied. All I want is my money back. How long do I need to wait for my money to be returned because I need to buy more supplies. I just feel the services we are given are very poor and the fact that no one updated you on the progress is even worse. My order was for R1300.

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