Makro Online
reviews and complaints

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!

Makro Online Support

Still waiting for courier to pick up broken watch after 3 weeks.
Makro seed it will take 5 days for courier to pick up default watch.
Reference number 501479
I received the order on 16 Jan
Watch broke on 17 Jan after 2 hour use
Reported it on 20 Jan - refer me to Polokwane Branch
22 Jan go to Polokwane Branch - they can not help me with refund
Call Makro online support again and they confirm that the watch would be picked up within 5 days from 22/01/2019
Refund will follow within 7 to 14 days.

I am still waiting for the courier and also traying to call 0860600999 but with the high call volumes, they do not answer the phone.
R500 airtime is finish

Can someone call me back and let me know what is going on. Also not working because no one is calling back.
Send lots of emails without reply from Makro online/
Very bad service
Will never buy from Makro online again

Marika Jansen van Vuuren
[protected]

I placed an order on the 15th of October 2019 and to this day I still haven't received my order. Been calling that nonsense call center with no help, even went into one of their stores and all I'm being told is someone will get back to me. Such sick service, the worst ever. Makro should leave this online business to the likes of Takealot and so on as they never disappoint. See making a purchase from Makro, kill me.

Reference: MAk2309841. Escalation reference: 500899
I ordered this device on 13 December 2019. I did not receive the device or receive feedback in december. After contacting makro online I was informed that the supplier will only open on 13 January 2020. Nothing happened and I had to call back again. After numerous calls I finally received a message stating the device was handed to the courier on 22 January 2020. I kept following up and never received any communication from the courier. Makro online advised that the device could not be traced so it was basically lost. I requested a cancellation and full refund, and was then informed that the supplier will not refund until they receive the device. This is not my issue and should be sorted between makro, the supplier and courier. I want my refund ASAP!

I placed on order online for x2 Nike back packs and paid in full. The site had some technical difficulty therefore the product still reflected as unpaid. I immediately sent through the pop. No response. I literally called them every single day for 7 days without any resolution. By the 10th day I went to your branch in Ottery and called from the store and demanded that the monies be allocated before the call ended. Which they finally did. Only to realize that there was no more stock available leaving my kids without school bags for the start of their new grades. I then requested a refund. I have repeatedly called and asked when I'll receive my monies. They do not call back when promised or respond to emails. Still to this day [protected] nothing has been paid. No one responds to me. I'm frustrated, agitated. They don't care. I don't know what else to do. They have such ignorant customer care service consultants. Please Help!

I logged a query almost 2 weeks ago and was advised that a technician would contact us to advise when they will come and service the t.v as it is under warranty and there is something wrong with it. I called back after a few days as we received an e-mail stating they need the serial number of the t.v which was not previously advised and caused delay. We did this even though we advised them that the lady where the t.v is is an elderly lady and the t.v is mounted on the wall but they said that unfortunately this is needed. We sent someone to get the serial number and provided it to them on the same day. They then advised that the query was logged with Sinotec and they would come out to service the t.v. I would call in everyday and would be told that the delay is with Sinotec and that the matter was escalated to managers at Sinotec as they could not get hold of anyone there. On Friday I was advised that someone would contact us by the end of the day to make arrangments but this did not happen.

I called in now and was advised that there is nothing you guys can do on your side as the delay is with Sinotec.

I asked if there is any way to escalate this matter as it is not acceptable to say that there is nothing you can do as the delay is with the supplier. We need assistance with this problem urgently.

The numbers provided to me for Sinotec when I called were 011 537 3777 which does not exist and 011 283 9300 which does not work. I googled them and got the number 011 238 9300 and got through to the service department who then advised that the query was only sent to them on the 1st of February. They then put me through to logistics who advised me that they in West Rand today and will only be able to collect the TV tomorrow.

Please can you refer me to your manager as I would like to escalate this matter.

Our reference number is 497590.

Kind regards
Nadia Crous

We've have logged a return now 3 times (2 x Online, 1 x Call centre) and only received a return reference number via the call centre: MAK 2344Q45. This has now been ongoing for the past 3 weeks without any action.

Today I followed up again via the call centre (no other way to follow-up), only to be told they have no return logged.

I need urgent assistance or I will be forced to escalate.

The dishwasher works perfect, but the inside is too small and I can't fit my normal-sized dinner plates so practically the dishwasher is useless to me and I need a different machine.

my contact info:
Marius Smith
[protected]

I placed an online order for product MAK2437902 on 14th Jan.2020, with immediate notification of delivery with 2-5 days. I received a follow-up text (SMS) apprising me of the product being dispatched for delivery on 15th Jan.2020. While, MAKRO online tracker (falsely) confirmed the physical delivery of the ordered product; albeit my enquiry via both Makro customer care & Support team revealed that ordered product was yet to be picked by its courier service - after a week!

Hithertho, several telephonic calls and emails to establish the status of the delivery of the ordered product remain futile, elusive and false promise of immediate delivery, scheduled for, 17th, followed by 21st and 24th Jan.2020.

Besides the payment deducted from my account for the undelivered product, I have incurred sizeable additional (telephonic) costs by being put on hold for about 15-20mins during my inquiry with MAKRO Customer Care. To add salt to an open wound, the Support team continue to send me automated emails promising to resolve this issue.

This type of poor and lackadaisical customer service is not only bad for business; it is also disappointing, disingenuous and cheapens Makro's credibility

Can anyone be truthful enough to provide me with the delivery status on the ordered product ? How can a 2-5 days delivery service be stretched to 2 weeks?

I made an online purchase on the 20th December 2019, for a LIVELEKKER Wine & Bottle Glass Buddies as it is only available "ONLINE". I got an sms and email confirming my purchase with the order number. The estimated days for collection was 40 days which is a store collection as it is easier for me that way. After 10 days of purchase which is now 30 December, i check the "track order" ticket to see how the order is going, it says "ORDER IN PROGRESS". On the 20th January 2020 i check how far the order is, to my surprise its still in the same place "ORDER IN PROGRESS". I called in on the 21st January to find out how that is possible, i get a hold of a consultant named Karabo, she tells me that the parcel is actually on the "Order in Progress" Tab and has escalated the matter to the follow up team who should get back to me within 48 hours to latest Friday and if i wanted a refund it will take 10 days to process it okay i wait. Friday(24.01.2020) comes and ZERO CALL or EMAIL or SMS regarding my purchase. I called in today (28.01.2020) and spoke to a Richard who informed me that the item is "OUT OF STOCK" and informed me that the matter is escalated to the follow up team AGAIN!. Now you tell me had i not called in today to do a follow up, i would have not known that the item is OUT OF STOCK which is meant to be birthday present for a friend, hence i bought it LAST YEAR 2019, as it can arrive before the day. I don't understand your work ethics but this was very unprofessional and I DEMAND MY REFUND IMMEDIATELY.

I have over the course of the past 3 months contacted makro online support via phone, email and social media in excess of 25 times, with either NO reply or feedback, or vague promises that the issue will be looked into.

The order had 3 wicker chairs and various other small items. The box with small items arrived via courier but the 3 chairs not.

Needless to say, I've not had anyone from Makro getting back to me with a resolution to the missing items issue. The lack of customer service from Makro is beyond appalling.

I do hope this can be sorted out ASAP.