Makro Online
reviews and complaints

On 24 March we purchased a security camera online, this was an online exclusive deal.
Item was meant to be delivered on 29 Mar. Somewhere between the site and the courier company a part of the address was missing. Updated address was sent on 3 April.
Since then we have been following up with multiple emails and calls on our parcel. We have been called back only once to say the parcel is being dispatched again. This was a week ago...another week after the last time I called and was told the same thing. By the way, on my 3rd call I had to yet again update the address, so clearly no one even captures this.
The service is utterly shocking and I do not recommend anyone purchase items online from Makro. This has been a nightmare for us with zero feedback. We also had to spend additional money to pay someone to look after our house as hour security item has not been delivered in a month.

We could've ordered on e-bay and got a faster delivery and better price. At this point, a refund doesn't even justify all the money spent on calls and house sitters

Hi, ordered items beginning of march. Received sms stating that order will be delivered by dsv within 1-3 days on 7 march. After no delivery I followed up with dsv who said they've received the order but not the shipment. Followed up again with makro. Was then told that items were sent for delivery to time freight. After non-delivery followed up couple of times and were told that goods were shipped. Eventually followed up with time freight at the end of march who then told me that the truck was robbed on 13 march and they've notified makro on 14 march. Last comms they had with makro was 15 march. From then till now i've followed up at least twice a week without any success... Standard answer is that this will now receive priority, it has been escalated, etc. Unfortunately no delivery ever happens. Can you please urgently attend to this?

This complaint is directed at the springfield branch of makro, durban, kzn.

On the 8th of february 2019 an order was placed to this branch for the purchase and delivery of a twin tub washing machine. Payment was made via instant eft.
The price was r2299.00, with a delivery fee of r173.00 and vat totalling up to r2472.00. You got your money immediately. We held up our end of the agreement.
Delivery was assured to take 3-5 working days on the site but once the order was processed we were hit with a ridiculous delivery date of 11 march. This was understandable as we deduced that the item was of limited stock due to it being an online only purchase but doesn't excuse for your lack of foresight to retain adequate quantity on hand. We called, it was explained, and we waited. Patiently.
An email was received apologizing for late orders across the board due to a new and buggy system and assurances were made that all late orders would be delivered within 7 working days. This was about 2 weeks before the 11th of march but still no delivery was made.
The 11th came and we made ourselves available all day in order to receive our purchase. Note, again, this item was already paid for. Not a call, not an sms, not a single [censored]ing email. And definitely no apology or explanation.
Three days on and our patience has reached its end. I've just called your call center who cannot tell me what is going on or why (see below for call reference) and explained that this is beyond any measure of reasonable neglect. I explained that a simple phone call or any form of contact to keep us in the loop would have sufficed. We wouldn't have been happy but we'd have appreciated the gesture.
I offered the choice to either refund our money or, if makro were partial to keeping two customers who otherwise have greatly enjoyed shopping at this store, step up to the plate and make good on your commitment to your clients by upgrading the order. Without missing a beat the answer was a refund, so the decision was made to lose out on further business because the system apparently only has that option. No putting me in contact with someone higher who had the authority to say one way or the other. Refund, and two lost customers.
Thank you makro.
And come hell or high water that refund better reflect within the 3-5 working days that were promised.
This was our first time engaging with you through your online order platform, ever other time, in person, no issues were had and money spent was well worth it.
We want an explanation. We want to know why once our money was in your coffers that we were suddenly put in the rear view mirror and left coughing dust without a second thought.
The both of us have a combined 15 years worth of experience in various factors of retail and service and if there's one thing we abhor it's not being afforded the same consideration we gave to our customers.

The call reference is 53384, time was 10:08, length was 12 min 36 sec

Regards
Schalk zwiegelaar

I purchased a dinner set on the 2nd of january 19 and I received the wrong order on the 29th january 19 the wrong order was collected till this day I have not received my order and they promised to refund me but still nothing is happening... I wonder if this is a scam or what, I am even afraid to buy online my reference number for makro marketplace is mak1120790, I was talking to cohen abraham who is now ignoring my calls his number is 0117904583

I made an online purchase on the 23rd of February. I received the order number MAK2013866
The estimated delivery date was the 5th of March.
On the 5th of March I called to find out when I can be expecting my package, I was told the package has been despatched and I can contact the courier dsv.
I provided dsv with the reference number and they had no record therof.
I call Makro call centre again which the lady told me sometimes it says despatched but then its actually not, this makes no sense but ok.
I called again the next day to find out what the status of my package is and I was still told its deapatched but maybe not despatched, the lady was going to contact the store and get back to which she still has not done.
I called again and was advised by a guy she was unable to get hold of the store to confirm the wherabouts of the package. I called again the next day all to be told the same thing, please note I still have not yet received a call back after being promised feedback from 3 different call center agents.
Saturday I spoke to a team leader who said she has a direct number to someone at the montegue gardens store she will request feedback. I have still not yet been advised where the package is, however I received a call Monday Morning from a consultant asking me if I still want the package or would I like to cancel. Please note at this point I am already beyond upset by the bad service and incompetent people I had to deal with each time I called in.
I requested the package to be cancelled whereas I was advised it could take 7-14 days to get my money back. Money which was takek from my credit card very easily for a package I have still not yet received. Nobody was able to get hold of the store to find out where my package is but confirmation of the package wherabouts needs to be made in order for the cancellation to be done. So is this process going to take another 4 weeks because that is how long it took for an online package to Almost arrive.

I would like feedback ASAP. And the cancellation of this order placed immediately

I am unsatisfied with the advertising that makro has on the online website. It is false advertising. Note that I have went on to the makro website on the 28/02/19, to view the televisions. Once on the television web page, I then saw the 49" lg smart 4k uhd led tv - product id - [protected]_ea

When I contacted the store, the price is r9999. Please adviser me has to why the product is advertised at the amount of r6999 on promotion, on the makro website.

This is called false advertising. What makes matters worse its been four days and I not received feedback or a case number from the makro national care center. I was told that one of the managers was going to contact me but no response. This very poor customer service from makro

Makro will now lose a customer due to this.

Re: REF: MAK2006305 - I placed an online order the 14th Feb and the expected delivery was indicated to be before the 21st Feb. I payed via EFT the next morning. On the 20th the consultant said my order is not yet matched with the finance dept. I asked for feedback via email and received none. I called and had it escalated and the Team leader guaranteed he'd call to provide feedback and send an email with his contacts. The Head office call centre no 011 7970000 does not get answered and the consultant also confirmed he couldn't reach the head office to escalate the call to the Finance manager. It is most frustrating not being able to call someone direct and always being told they'll get back to you and they don't. Absolutely and utterly shocked at the poor delivery time frame and the way this matter has been handled (actually not handled) It's generally the norm with other online companies to receive orders between 3 -5 days. Makro, it's really sad that you don't confirm to this standard. Really sad.
Makro, Please deliver my order without further delay.

RE: Reference 40774 Order #MAK2003640

I placed an order on 9 Feb 2019, your delivery time frame is 2-5 working days. The order showed that it would be due for delivery 15 Feb 2019.

After failing to deliver the 15th I called the 19th since I did not receive any feedback regarding the delivery. Today is Friday 22 Feb 2019 and I still don't have an answer about the delivery because the online tracking department still don't know where the parcel is because they cannot get hold of the courier or the store.

I need an answer asap. Alternatively if it is difficult to get hold of anyone, please send another order for express delivery.

The customer service is very poor and delivery service is terrible.

Good day I brought my Lenovo in 6 weeks ago as it was still under warrantee and not working properly. It is being sent back and fourth to makro then lenovo. I actually don't want to this product anymore and would like a cash refund. I am very unhappy with the services that I have received and am at the point to make it known to people how you guys don't stick to ur policies. One says if the product cannot be fixed it will be refunded. My laptop was sent 3 times to lenovo in this one period and it's still not fixed and makro is not helping us, but telling us there is nothing they can do.

Good day

I placed and pay an order monday 11 February for a washing machine. The delivery date was for the 18 February. I immediately send a mail to request delivery for saturday, 16 February, because it is for my daughter, and she is a student, not available on monday. I am in Nelspruit. I did not received any response from my mail, wednesday 13 February i called, hold on for almost 20min, they will come back to me. They send a mail that they looking into the matter. Today i called again, hold on for almost 10min, they will come back to me. Your urgent attention will be appreciated.

We would like to receive our statement on email adress:
[protected]@advantage-credit.co.za.

we have requested this telephonically, but still no statements have been sent to us.

we need to see what is going on on the account but with no prevail

please could this matter be seen to and addressed as soon as possible

The account is in the name of
Simon Killian Dercksen
ID " [protected]

this is a matter of urgency please!

Kind REgards
Simon Dercksen

I contacted makro about a online advertisement of score energy drinks at a price of twenty rand and seventy-five cents for a six pack . I tried purchasing and ordering online but the page kept having problems as soon as you click on it. So I emailed customer care and they told me to try again with my purchase. So i replied back to the mail and asked if the price will be the same, the answer was no, now I'll have to pay forty rand a six pack. So my complaint is, if the price you advertise the drinks for, is it not the price i pay. I send them a screen shot from my phone showing the price. Their mistake not mine. I pay the price i see? I wanted to buy 6 of those six packs and i informed them so. This is makros mistake not mine.

I ordered a DSTV expolora 2 via Makro South Africa's online website. Order no MAK 2001047. A deduction was made from my account for the amount in question the next day. When I chect the status ot the order it says "processing awaiting payment". This was a week ago the order was placed. I subsequently phones Makro twice, both times I was promised by the agent that they will phone me back with an answer. Nobody has contacted me yet. I aslo sent two emails and also nobody has emailed me back. I went as far as leaving a message on hellopeter. I was contacted by Makro, saying that they will get back to me. Still waiting for that too. The long and the short is I paid for a product and I have not received it yet and nobody is preparded to help me. Very poor service from Makro

This is by far the worst service I have ever received in my life!

Our company gets our monthly groceries from makro, which I order online, and every month there is an issue with something.

Last week on the 6th feb, we made the payment for r8085.05, and the pop was sent to #.
Monday on the 11th, # told me the pop was sent through for allocation.
Since monday I am trying to find out when we will receive our groceries. We are a big company, who have 100"s clients a day, for who we cannot serve coffee or tea because of makro.
You can scroll down on my email to see how many times i've been promised by managers, that they will phone me back, but never happened. $ phoned me for the first time today 12:20 after I lefts 6 messages only today.
Every time I phone, he is either in a meeting, or all of a sudden he does not have a phone so they can't transfer calls to him (but yesterday I was transferred), or he is on lunch.

@ (a manager) was also supposed to phone me today, never got back to me (she told me herself she will phone me in the next 15 - 30 minutes)
# said he will phone me before cob 12.02.2019, never phoned me
# said he will phone me before 13.02.2019, 13:00, never got back to me

Now @ 13:30 when I phoned #, he told me makro is nationwide on strike, so I want to know what solution do you have for me?
Why was our groceries not delivered yesterday or even the day before?
Why do staff - managers - not phone back clients?

To my managers, it looks like I am not doing my job. I would like feedback asap. If you cannot deliver our groceries today, we would like a refund today

I ordered a ladder mak2001263 from makro on the 5th of feb 2019.

On friday the 8th I called in to change the delivery address and the recipients details.
I had to call twice, first I spoke to a lady and she assured me the changes is made.
I went online to get no changes still the original delivery address. I called again this time speaking to a man. He checked and no the changes was not made he will do it for me.

Today wednesday the 13th of feb, checked online no the old delivery address is still the same. Call in a lady assists, she asked me to check my online profile while I am on the phone with her and no the delivery address is still not changed.

She calls her supervisor, to my surprise its the guy who assist me on friday the 8th, he tells me that makro don't deliver to the new address I want to change.

Why did I have to wait 6 days? Aren't they supposed to know where makro delivers and where not.

I told them ok then they need to refund me, because there is no one at the first address. Please refund me.

He told me he is putting in the refund, I can check my online profile in 10min time then it will show order cancelled as the refund is in process.

Guess what I just check its now 13:37 no refund, no order cancelled.

I want my refund.

I was at your store in ottery literally 30 mins ago. I purchased a few household items and obviously something for the road. Being pregnant is not easy in this heat.

To my surprise once opening my milkshake of R24.95, it's sour! This is not the first time it happens where goods are expired before the best before date on the packaging.

I am furious at the horrible taste I had to endure as well as the money I keep wasting at your store!

I await your response
MishQa

Order No. MAK1083953

I have purchased this TV in November and was delivered on the 2nd of December. the TV has 3 problems from the start:

1. TV Needs to be rebooted every time it needs to be connected to a wifi device or re-connect to a wifi device.

2. USB 3 port "throws the usb device out" after few minutes of play

3. TV Freezes randomly, and does not respond to the remote and need to be rebooted

We had 4 technicians to have a look and 1 mother board replacement was done. it continues to give the same problems.

I have called in several times and was told I would get feedback and technician would come but still I sit the same problem, see below last two reference numbers

Ref No: 30583, Makro Online

Zweli Mnguni, Ref No: 35214, Makro Online

On 2019.01.27 I returned two faulty bubblegum tablets, which I bought online, to my nearest makro (silver lakes in pretoria).
I was assured that the transaction would be reversed to makro online and that my refund back to my credit card, would be done within 7 working days.

By yesterday (2019.02.07) I still have not received the refund.
I phoned makro online. The agent said she could see it was captured but the held up was with finance. I asked her to get someone from their finance to call me and let me know what the status was. No one got back to me.

This morning (2019.02.08) I phoned makro online again.
Today is the 10th working day after I returned the faulty devices.
The agent found out that my refund is only loaded to clear to my account on 2018.02.15 - 15 working days after return of faulty devices.
I was not happy and asked to speak with a manager.
The agent put me on hold and after 27 minutes, my call was cut.

I am very unhappy with the service I have received with this refund!

I purchased a fridge online on 25/01/2019 delievery was supose to happen within 5 working days. Still today I do not have it, I have calling the contact centre and everyday they say someone will call me be ack and no one ever does, I want a refund they say it takes 7days, so basically I have been living on take aways for two weeks and now I must continue to wait to get a refund and go buy a fride else where?

I bought ( and paid ) for a fridge form Makro on the 20/1/2019. Delivery was between 2 and 5 working days.
To date not fridge and no correspondance to explain . When I call the call centre I am given a ticken number and promise that someone will call me with in 48 hours - To date nothing
I will never use this again and the lack of service is unexceptable in any service area