Makro Online
Reviews and Complaints

Placed an order with Makro Online, 8 Dec 2022. MAK4117362.

The delivery date was by 13 Dec 2022, order was for 2 x Campmaster Camping Chairs and LED Camping Light. Only two items arrived with 1 x Camping Chair missing.

I phoned the call center, just to hear it will be escalated to the team to investigate. I've told the lady I need the item since I made sure I order in time to have it for the weekend. She assured me that I will have feedback on the matter by end of business on 13 Dec 2022. Ref : 2837966.

Needless to say, never received any feedback on the 13th. Another thing that was shocking, I asked the lady to check how many items were on the waybill and she said only one. This is after I received two wrapped items.

This morning 14 Dec 2022 I phoned again to follow up, spend 20min on the phone, just to hear they were extremely busy and will escalate.

Then received a mail that they escalated the query.

The service is shocking, they just don't care to sort issues out.

And here I'm sitting without my items and the money that I paid for the items.

I ordered online on the 5th December with your promise of delivering within 3 to 5 days but up until today I'm still waiting for my order. I sent you email with no respond. Tried calling makro polokwane but it seems like their phone number is always having technical difficulties. I managed to get hold of them yesterday but they don't even know when will the courier collect the order for delivery how possible is that. It looks like no one knows when will my order been delivered. Your service is very bad, I even regret ordering from makro.

I placed an order for a new tumble dryer which was severely damaged when delivered. I requested a refund on 8 November, the machine was collected and i have still not received my refund. I have called numerous times, sent emails, begged and pleaded and the only response i have received is "the refund has been approved, apologies for the inconvenience.

This is unacceptable. I am devastated at the theft that has happened by Makro. I just want my money back.

Placed an online order on 24/11/22, and was advised that shipment delivery would be split.

Received first part of order on 25/11/2022. Was contacted on 29/11/2022 to say the courier had the second part of my delivery and would send me the details, days go by... but no sms with courier details was received. I send an email.

Still waiting for my delivery (08/12/2022) no response to my emails (second one sent) querying the delay.

Contact the call centre on 07/12/22 on hold for 13 minutes... am told it will be escalated and that someone will call me. Received an sms almost immediately after call centre call to say the courier has my parcel, which can hardly be true since I was just literally on the phone. I ask for someone from Springfield Makro (or Toti Makro - if thats where its coming from to call me regarding the shipment and the huge delay, agent indicates its coming from the Springfield store) - I'm still waiting for the call 24 hours later.

Needless to say, I wait for delivery details, none are received. No sms from courier and no sms from Makro with courier details, no message or email to confirm delivery like I received on the first half of my order... and surprise, surprise... STILL NO DELIVERY!

Regards

Bronwynn Botha

[protected]@gmail.com

The washing machine was delivered on the 1st of December I unboxed it immediately when I saw the dent I asked the delivery guys to take it back but they said they only do deliveries not collections I must log a query with Makro. I sent an email to Makro same day they replied and asked me to send pictures since them I have never heard from them. I tried calling the online query number [protected] there is no response. I have sent numerous emails asking them to attend to my query no one is replying my emails. I tried to log an exchange request on their website it says my order number does not exist.

The Caslte Lite beer is expired, and I did returned the stock to the Makro Alberton Branch, they confirmed that the manager will call me, which is happening. I tried call the store and customer complaint services and i am getting no response. All I request is money back which is R259.00.

The beers was purchased on the 24 November 2022. i need feedback asap.

Good day,
Please tell me where the hell is my order? I have placed the order 25/11/2022, its 11 days later and still not received my order. For the past 4/5 days the tracking showing its being packaged... how can it take so long? I'm very happy with this so called service I received, and I will definatly think twice before ordering from Makro again. I have sent how many emails and no response received. Order number: MAK4042932Please advise urgently? Thank you.

Marko is absolutely [censored]! I will never in my life order something from them again. I ordered two 8-in-1 Silver Crest 8L Air Fryer Digital LED Display Non-Stick fryers from them and I only received the one. I have been trying to sort this issue out for 10 days now. I am aware that this product is via third-party. When I firts followed up on this issue the consultant informed me that he wil escalate this and someone will be in contact. The next day I followed up again and found that the issue has never been reported and there was no proof that I contacted them the previous day. Again the consultant said that they will escalate this issue and someone will be in contact. After two days of not hearing from them I phoned again and again the same thing they will escalte the issue again. Saturday when I phoned them I spoke to one of the same consultants I have spoken to before and she informed that it is not Makro's problem seeing that the product is from a third party and that I must know I'm not the only complaining customer with this issue for this product. I phoned them twice today, where I was on the line for 10 minutes and there was no answer. How nice to know that Makro is in kahoots with fairprice in not only stealing people's money but also the products that they bought. I bought this product through Makro, I paid them the money, making them responsible to get me that product!

I bought a product during the black friday sale. Within 12 hours of purchasing, I cancelled the order. This was done telephonically as the system did not allow and product was out for delivery 4 days earlier than indicated. I was under the impression that customer care had cancelled the order, but later that day the product was delivered. The delivery guy said he had to leave the priduct with me and I must phone again for collection cause he could not take the product back with him Since then, I have made several calls to your department. Your customer service team is ineffective, incompetent and frustrating. Please look at reference number 2796120 and order number [protected]. I have made 5 calls to your department, but they still have not acted. I am extremely disappointed with the service. I am awaiting collection and refund for a product for more than 9 days now. Your processes are not understood by staff and I am heavily inconvenienced - storage of this product and not being refunded due to no one coming to collect it. I was told it was a misunderstanding and it was escalated. I spoke to Lerato Sideya, Wezi Phiri and Talita - whom have all given different versions of stories and what is captured and understood on the system as well as false assurances. My concern is that we are reaching the 14 day limit and it is no fault of mine that makro has not fetched this product,. This is really unacceptable service and incompetence at its best. Kindly resolve and call me for more info on [protected].

I, Corien Stapelberg, placed 2 orders for collection at store.

MAK4067011, the order was for the Black Friday special for 4X packets of toilet paper. I received sms to collect on Sunday but only went on Tuesday. I waited more than a hour for somebody to help me. They couldn't find my order, eventually they gave me the toilet paper.

I received my 2nd sms on Thursday and this time I went immediately as I had other commitments. After more than 2hours (spoken to manager at store and spoke to consultant on the app number) nobody could help me with 3 items (MAR4079065). Then I get asked if I can wait a bit longer as they can't find my items.

I left the store at Carnival., I contact client service to cancel my order and reimburse my money immediately. NO THEY CANNOT AS THERE IS A PROCESS. So I asked what about the terrible noncompliance service you gave your clients. The lady said she can only refer it and I must wait 7 days for my money. When I asked if I can speak to a manager, she told me she work from home and dont have a manager. Up till now I didn't received a reference number by phone, mail or sms. There is nothing I can do according to customer services as my query is in her hands. So will a manager or anybody be notified, I dont know. How can a company as big as Macro have such so unmanageable structure that an employee can tell you 'stuff you and there is nothing you can do about it".

Failure to respond to emails, messages and phone calls.

Trying to track my online orders 4 days after the purchase on Monday 28 December.

Online order #MAK4086489

Online order #MAK4085540

lynnette.[protected]@yahoo.com

[protected]

Wumdrop is their designated courier service who is useless and you should not be working with them. They are near impossible to contact, do not pick up their phones (specifically national operations manager Kim Nicholson), absolutely disgusting customer service. The delivery address is less than 10min away from the Makro they keep saying they'll pick up from.

In the interim of them being a useless delivery company with poor contact with customers, Makro appears to have misplaced my order which now also makes Makro useless. I ordered last week and I was promised delivery last week and it's been nothing but issues. I got an email that says my order was packed by Makro on the 24th, and now Wumdrop says that the Makro cannot locate it. Disgusting!

MAK4045772

On the 24th of November 2022 I bought appliances from Makro online worth R22 000. The next day I received an email saying that my order was packed and collected by the courier and will be delivered on the 29th of November. My appliances were never delivered. On the 30th I called the courier company but they had no recollection of what I was talking about and was told to contact Makro. I called Makro and I was told there was an incorrect waybill produced but my items were with the courier and that they would escalate the matter and that I would receive the correct way by the end of the day. I never received that email. Today(01 December) I called again but now it seems my appliances are still at the Makro distribution center waiting for the courier to collect. This feels like it's a scam from Makro, how can I be told 2 different stories. Can I either have my appliances delivered or my money back.

I ordered a washing machine on 12 Nov 2022 and even today I'm still waiting for my order. I tried calling the courierDPD Laser) but they are arrogant and not giving me a way forward on specific dates of delivery. my order number is MaK4010309 and way bill number is MK187909427

I need the washing machine delivered as requested and I believe the order number and waybill number should give u more information regarding this order.

I ordered a 26l cooler box online with makro on the 22nd of November 2022 Tuesday and i was notified that it will be delivered on 23 November Wednesday and it never made it no communication from makro about what's happening and why i didn't get my ordee even today am struggling to get through as i no longer want the product and would like a refund am not happy with how they handle things at all as am trying to get through their customer service and am being made to wait hours with no one to help me

I bought a Labtop Acer at Makro aboutend of August 2022 after a month the labtop just went dead would not turn on so I took it back and they said I can exchange it which I did and took a Proline V14682 notebook on the 30.09.2022 invoice nr353 unique ref nr [protected]. After I got home a few days after I could not make out the serial number on the back of the notepad but because it was working fine it was not a bother. On the 8.11.2022 when I wanted to switch on the notepad nothing happened. O the 9.11.2022 I went to Makro Nelspruit store to return it but at the returns counter the lady said it can not be replaced and I need to phone a number which I was given as the notepad need to be repaired I was confused and asked to speak to the manager that explained the same as the lady I then asked him but why did you replace the prevouis labtop after 1 month which he replied to that depends on the make of the device. I went back to work without a working labtop now because I am using it for my work and then contacted pinnacle and the number I was given to be told that this is a wrong number and another number wss given and they gave me instructions to follow for repairs.

I do not normally complain but this is a poor service I did not do anything wrong I kept the device exactly as I should but this is bad customer care I will think again before spending my money at Makro if this is the way they treat customers.

Mrs M Kotze

I ordered a fridge and washing machine online, I was told in store I had to order it online because it was to be delivered to another city and that I could select a delivery date online.

I could not select a delivery date online so I called and requested the items be delivered on the date I wanted, I was told that would be done. They then attempted delivery the following day and the day after that. To an apartment nobody was at.

When the fridge came on the day I requested, it was damaged so I refused it. I was told I would get a new fridge the next day, nothing came. I called the call center and they said the store was striking, and they don't deliver on Sundays so it would be delivered on Monday. Monday comes I don't get any communications, no email or sms, I call again, they say it out for delivery, 2pm comes around and still nothing, I call again they say I should get it by 4:30, I wait nothing comes, I call at 4:30, they say they can't get hold of the courier and the store is not giving them any updates, I say if they are going to deliver the next day, Tuesday, it needs to be done after 3.

Tuesday comes no communication, I call at 1pm, they don't know what's happening can't even tell me if it's being delivered, they say they will request an update, 3 pm comes I call again, they say there is no response, I ask for the number for the store my fridge is coming from I call and ask for a manager, the say they will call me back and ask for my details. It's been hours I haven't been called.

Due to their mistakes I haven't been able to by perishable groceries and can't cook be cause I have nowhere to put my food, I can't have any frozen foods either. I call and complain and ask for something to happen or to be informed and nothing happens, they request and update, nothing comes. It seems like my order has just been put in the corner and forgotten.

This has been the worst service I have ever experienced, and really didn't expect it from such a large company, it's despicable and has caused me no end of stress just after moving to a new city.

I purchased a Fridge in May and kept it packaged until October 7th. On October 7th I unpackaged the item and there was a big dent on the side of the Fridge.

I called in to get assistance and I sent an email which NOONE has come back to me about. I had to call in multiple and when I eventually got through I was told about the 14 days policy. I fully understand the policy, however I was not told to open the fridge and inspect the fridge upon receiving the fridge. I left it in its original packaging trusting that Makro and Defy's products were of a high quality.

The defy technician was sent out and said that he cannot do anything because the delivery was done by Makro, Alberton and therefore they should be held responsible.

This is absolutely terrible service because whoever packaged the fridge damaged the fridge and now Noone from Makro or Defy is willing to assist.

The technician said that the fridge should have been unpackaged in front of me to ensure that everything was in order.Clearly Makro staff from Alberton is not conducting the necessary protocols when delivering their items.

Bad service and damaged products are unacceptable!