MAKRO - Head Office Complaints

The bed have bad sounds of springs and matrass is not comfortable. I lodged a complain and received an sms with reference number on 27 July but now they Don't come and collect the bed.

Service is appaling at Wonderboom branch. I get told off like a dog. I won't shop at Makro Wonderboom no more.

I placed an order with Makro shopping online, on the 9th April for essential items to the value of R1209,00 and was assured that the items will be delivered in 3-5days. My order number is MAK2464007 In 7-9 days, I made a followup about my order as it had exceeded the estimated delivery days and I was referred to Makro in Springfield. I immediately phoned them and was answered by a rude, non helpful employee who told me the courier services had my items but she refused to do a followup with them. I made arrangements to obtain these items elsewhere and therefore proceeded to cancel my order with Makro and assured I’ll be refunded. I have made a followup with them practically every week until now, I have not received my refund and it’s almost a month.

Makro cancelled one item off my order on the 10 July 2020, Order Number: MAK2640987. Since then, I called many times (very poor service at the call center with hold times of more than 20min each call) and send countless e-mails with no response or refund. Everytime I call, a call center agent promises that someone from finance will contact me within 2 days but that doesn't happen and as it stands, I have not yet received my refund

Hi my name is Nontokozo Ngcobo I want lay a complain about bad customer service I recieved from Makro, on sunday 02-08_2020 I bought expired chicken polony branded Millie- kip. Arrived at home we ate it for two day in the first day after breakfast we all had runninng stomachs, however I ingored that I thought maybe its one of those running stomachs that usually happens. In the following day Tuesday's the same ting happens, We then suspected somethung is wrong we then checked everything we ate we all went to doctor doctor advised us that we go back and check everything we ate because he found that we had a food poisining. We went back we then found that the polony that we bought had expired long time ago june 2020. We went to Makro Pmb they just gave us a refund they did not even apologize hence that is the reason I am laying this complain, I was so angry because we have wasted a lot of money buying medication with my own money and not even hear an apology

Hi my name is Nontokozo Ngcobo I want lay a complain about bad customer service I recieved from Makro, on sunday 02-08_2020 I bought expired chicken polony branded Millie- kip. Arrived at home we ate it for two day in the first day after breakfast we all had runninng stomachs, however I ingored that I thought maybe its one of those running stomachs that usually happens. In the following day Tuesday's the same ting happens, We then suspected somethung is wrong we then checked everything we ate we all went to doctor doctor advised us that we go back and check everything we ate because he found that we had a food poisining. We went back we then found that the polony that we bought had expired long time ago june 2020. We went to Makro Pmb they just gave us a refund they did not even apologize hence that is the reason I am laying this complain, I was so angry because we have wasted a lot of money buying medication with my own money and not even hear an apology

I bought a Ryobi Circular Saw in November 2019, however I had only opened and used it once during the Level 5 lockdown. Upon using it it started to spark on the inside, this was after a few cuts I made on wooden laminate flooring tiles. I immediately switched the machine off and waited till it was possible to bring it in to your returns department at your Cornubia. They told me that it would go in for an assessment although it has a 1 year guarantee, which I agreed to and signed off on it, however I am disturbed to find out that I am quoted for a repair which leads me to believe that I maliciously damaged the unit. That alone is disturbing. So I'm to pay for a one use unit and then pack it up and forget that I bought a product which is backed by a 1 year guarantee. I'm not happy with this service and will appreciate a prompt response on this issue.

Good day

We bought a Defy tumble dryer and washing machine 2 May 2020. We used the online shop (Limpopo) We were informed that the products is in Cape Town. Arrangement were made and we received the washing machine DAMGED!!!
Since 20 May 2020 we struggle to be refunded and with numerous phone calls nothing happened, still waiting almost 3 months for our money back as we requested a refund on both appliances. This is really not good.

On the 10 July I purchased a new Dell laptop model 3593i3. I unboxed it and switched it on. On Saturday it did all the updating of systems apparently. I mentioned to my son that this was slower than my antiquated laptop with 200gig HD. As I have used Dell before and my son has 1 and a monitor by Dell, I decided to purchase this one. On Tuesday morning 14 July (as a pensioner I do not have transport and must rely on others) I returned the computer because it was dead slow. I spoke with the General manager Ross, I think his name is and was told that I could not exchange it for another as I don't want the Dell anymore. It was said no it has to be checked by a technician incase I tampered with it as some clients do. I was highly offended by that remark as I do NOT do that sort of thing. Besides what I know of the workings of a laptop is dangerous.
Bottom line is that I'm sitting without a laptop, Makro has my money and Pinnacle are doing nothing about it. I've paid for something in good faith and have NOTHING TO SHOW.
I have no other means of communication besides the laptop that I don't have
Pathetic service all round

Makro Bloemfontein do not want to help us replace our Faulty Sinotech TV. There is not even a Manager in store. We bought it yesterday after 17h00 and return today at 9h00.BAD SERVICE !!!!

I have made a purchase at Makro Store on the 23rd of June, on the 29th I then cancelled the order. According to the Makro policy, refund takes 5- 7 working days, well due to COvid, they day 7 – 10 working days.

The cancellation took place on the 29th of June, it is today, the 03rd of August and I have not received my refund. Im sending this email because this has cost me a lot. I have missed semester registration because of not having funds to register coz Makro has still not refunded me my funds.

I have spoken to everyone repeatedly at the call center, I get the same answer every day, we will escalate to finance but nothing is happening.

I went as far as complaining on Hello Peter, I received a feedback saying, again it has been escalated to finance for urgent attention and feedback will follow within 72 hours. It has passed 72 hours and there is no feedback once again from the Hello Peter Makro team coz they all lie right.

I went on twitter, I got a respond again, we have escalated to finance, feedback to follow, guess what, even today I got feedback on Twitter about the same escalation they did 2 weeks ago, they did it again today.

I called today, guess what, the agent checked the status of my query and it has still not attended to by the Makro Finance team.

I have missed the whole semester because of Makro and im not in school at this point because of their incompetence’s.

You should check Hello Peter for Makro’s service and twitter and tell what kind of service is this we are receiving from Makro. Is it our fault that Makro doesn’t have enough Finance team?

Must the customers suffer because Makro is not recruiting?

if this has happened to me in June, ( because they even sell things that are out of stock and pick it up Weeks later) if a person makes a purchase tomorrow on the Makro Online store, and later find out that the product is not available, and request a refund, are they going to get back their money in October?

I made an online purchase 25 May 2020 at Makro Wonderboom Store. Half of my order was cancelled by the store & I'm still waiting for my refund. This is unacceptable & extremely unprofessional. I used to love shopping at your stores, but this has immensely affected my opinion. This issue has caused further costs as I had to travel to my bank for proof of payment requested by your company in PDF format, which my bank was unable to supply as I used your online payment system. I was referred to finance & was never contacted by anyone in your finance department. I am very disappointed in this experience. This needs to be attended to as soon as possible.

I purchased a HiSense 43" TV in December 2016 at Marko Cape Gate. I returned the TV the 20th of June 2020 as a blue glare appeared over the screen. The TV is still under Warranty until Dec 2020. I was informed the TV will be repaired within 21 days. It's been a month and a half later and the TV has NOT even been assessed by a technician yet.

I've made numerous phone calls to Makro, but with NO answer. I literally went in store to check on the status of my TV on Wedndesday the 29th of July and was assisted by a Supervisor and Manager who personally called the technician who told them he will come Friday the 31st of July. The Supervisor just called me now to say the technician hasn't come out to assess the TV. This is unacceptable to leave the consumer hanging due to the issue between HiSense and Marko.

I bought x3 Makro Bathroom Cleaners
All 3 triggers are faulty
Don't work
Trigger doesn't jump back stays pulled back.
See picture photo attached
Purchased from Germiston

I gave a television in because the volume was not functioning. Go to pick it up after 2 weeks and still not working. What kind of service is this from a major national store.Very displeased.Ref.No.2650829.Makro Cornubia.
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On 2020/05/29 we returned a Gaming chair because the shock keep on going down, does not stay at the top. Almost 9 weeks later got the same chair back, nothing was changed, don't even think it was send back. Chair is still under warranty.And still broken. Pathetic service here in Bloemfontein.
What can I do?

Good day

I trust that you are well.
I have placed an order for delivery on the 4th of July and it is now the 27th of July and I have still not received any delivery.
The order was for my daughters birthday(which has now passed) and I made alternative arrangements to get gifts from another store for her.
I called the call centre on 0860 600 999, was put on hold and when the consultant got back to the phone the line was bad, all I could hear was her shouting out a number for me to call and the call ended. I then received an email stating that you are experiencing high call volumes-which is not my problem.
I am very disappointed in the online shopping service from Makro as this is not the first time this has happened. If Makro is unable to handle all online orders or does not have the capacity to deliver then end do not offer this service.
Do not state that orders take between 10-14 days to be delivered when its almost close to a month that I am waiting for an order.
Kindly cancel my order and refund the money back into my account immediately( like I paid you immediately I expect my refund to be made immediately)
I am not the type of customer who complaints and especially during these trying times but this is just unacceptable.
A screenshot of my order states that my order has been delivered and it has not.

Please ensure that this complaint is resolved before your courier company delivers the goods as I will not be accepting the items.

I have placed this order early in June 2020, never recieved thsi in 10 to 14 day period. Numerous calls and emails was made, no success.
Kindly escalate my refund of R1262

A TV was bought at the cape gate branch by my father. When the TV was set up(I was there.) The TV was not displaying picture normally. Only in middle. So we decided to pack it up and take it back to the shop. A lady... Meaning only one lady help them. It took 3 of us to pack it up but only one lady to actually test it... When she came out after testing the unit it had a crack on. This matter have been given over to my attorneys. There is no way to get hold of this branch. I called 5 different number. 3 of them gets cut off and the 2 not one person is picking up. We are loyal customers for years and now this. My parents work hard for there money and one person can take this for granted and just accuse the other party. A email was sent to MeV berger and we have not received any feet back.

I purchased an appliance (Dishwasher) from Makro on 24 June 2020 online. On 3 July 2020 my customer profile “Track your order” showed that the appliance was delivered. It had not been, I then called customer care on 4 July (13 minutes) I spoke to Zolani who investigated the matter and called me back 8 July 2020 at 17:54 to advise me that the dishwasher will be delivered that Friday 10 July 2020 and that she would personally follow up with call on that Friday to ensure that the dishwasher would indeed be delivered, neither of these promises where kept.
I then followed up with a call to customer care on 7 July 2020 twice (10 minutes) & (9 minutes) respectively with no help. I called on 8 July 4 times collectively 30 minutes, one of the call centre agents advised me to call the store directly Strubens Valley (as this is where the appliance is) because obviously it the call centre agents weren’t getting through to the store then it would make sense that I would. I called the store 4 times always being transferred to the incorrect department. I was then given a direct number that just rang continuously (tried that a few times). I called reception back and then asked to speak to the store manager and was told that they were in a meeting. I finally spoke to a Niren the Commercial Manger who assured me that he would investigate the matter get back to me in 30 minutes … this never happened!
I called customer care then on the 10th, 13th & 14th (collectively about 80 minutes being put on hold a lot) on these calls I spoke to a Nokwuanda and asked to speak to a manger as I was not getting any joy from the agents Sisiso her manager would call be back in 30 minutes… never happened, I spoke to a Khulekani and again manager would call me back … again never happened, it would seem that Makro’s customer care either does not have managers that supervise their staff or are unable, unwilling or just plainly uninterested in returning a customer’s call.
I then spoke to Moeketsi, who firstly refused to put me through to a manager and went as far as to say that there were no managers available, and assured me that he would take personal responsibility for my query and have it resolved, he did call me back only to tell me that he was unable to get hold of anyone at Strubens Valley to assist but he will keep trying and will definitely get back to me and have this matter resolved.
For those of you who have been counting that would be 18 working days since I place my order, and guess what still no delivery! I have never come across such blatant incompetence and inability to solve a query or such abysmal customer care treatment. It is obvious that Makro does not care about its customers or have the ability to run an adequate competent care service. The fact that the online system and the store dispatch are so purely managed and are unable to communicate efficiently and effectively is a testament to that. There is no follow up on queries to abstain that they have been resolved obviously no quality assurance department, even though I posted a complaint on Twitter, no feedback no response.
I called today 20 July 2020 and spoke to Tandeka and requested to speak to a manger … that was obviously not going to happen her manager was on training, she then found me a team leader Thembi because managers at Makro are non-existent, and asked for a refund again my wishes were ignored she would get to the bottom of it and call me back. She did finally get the Online store manager Lucky to finally call me and my appliance was finally delivered 21 June 2020.
This only took 4 weeks, 14 calls to Makro Customer Care, 6 calls to the Strubens Valley store and 2 tweets