MAKRO - Head Office Complaints

Makro cancelled one item off the order of May, 3 2020 (R59).
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. I spoke to an Call Center manager last week who promised that the refund would be done by Friday July 18... however, as of yet, no refund was received.

Hi

I visited the Makro Cornubia branch today in order to collect a repaired printer. Although there were three people (including myself) in the queue it took about 25 minutes to just collect the machine. Although there were 5 staff members "helping"

My suggestion is that if people are collecting items they could be fast tracked by any members of staff for the simple reason that collecting stuff should take a few minutes as opposed to booking things in.

This would reduce the returns queue in the branches and also reduce the chances of spreading the virus in those long queues.

Regards

Yugasen Naidoo

Hello

I am really shocked at the service we received at Makro Bloemfontein. We went looking for a dishwasher, when asking the guy if there is someone working here meaning at the dishwashers because everbody has their sections then the guy answered sarcastic there is alot of people working here he is just busy he will be with us now and he went to the computer. I was verg upset about hes sarcastic answer and we left. Further on in the shop we told another guy what happend and we went back to the dishwashers to go and check it out and then the same guy came to us angrilly saying he was going to help us but we left then i told him that he is very rude and that he was sarcastic then he was going on about how wrong we are, I have never ever been treated this way. The other guy went and got the dishwasher for us at the back and when we came to the till and paid, a few men where standing there asswell as the rude guy smilling and chatting not asking if they could assist us in loading the dishwasher in our bakkie. Im 8 months pregnant and i had to help my husband. How can it be allowed to be treated that way as a client. We always do our shopping at Makro but i dont know if i will ever set my foot back in that shop again. Date 18 july 2020 and time 15:50. Waiting to hear from you.
zell***@gmail.com

I bought a 15kg washing machine for makro centurion i went there to go and find out what is happening with the stock on the promo on the washing powder that i was to get free but did not get it with the machien at that time because you guys did not have stock so i went there today an a spoke to a sales assistant and he just turned me away having a attitude rude i was still speaking to him and he turned around walked away he is in full uniform no name badge al that i want is my 4 bags of washing powder you guys dont phone me nothing.

I was turned away from your Amanzimtoti branch as my daughter who is nearly 2 years of age was not wearing a mask.

Understandable that you may have right of admission or your staff are not being informed that little ones under the age of 2 do not have to wear a mask.. For many logical and medical reasons which I am not going to explain (you should take the time to learn and research the rules of Covid) Which i am sure Makro has a compliance officer at their branch, so issues like this should not be. But the unethical manner in which it was dealt with really aggravated me and wasted my time. After asking to see the manager the doorman rang him up and asked me what age my child is (which already indicates that they are well aware of mask issues with little ones). He then told me no, every person walking into the shop needs to wear a mask.. I really wanted to speak face to face with the manager as I really needed to enter the store.. I did not want him to give me preference but note the fact that little ones under 2 do not have to wear mask by law.. The doorman summoned the 'manager' which took about 10 minutes to come outside where I had now been waiting for a while with my 2 children.. Whilst waiting the doorman Cyprian Khazwaya sniggered and laugh and started to discuss my situation with fellow Makro customers that were entering!!!!!!!!!!!!
TOTALLY UNETHICAL AND ABSOLUTELY UNACCEPTABLE!!!!!
This really angered me!
Am I the first person to go to your store with a child that is younger than 2????
Once the manager arrived I had been waiting for over 10 minutes.. he was very quick to get annoyed with me and insist that I wait for an anwser about entering the store.. All the while he is waving a piece of paper in my face telling me that it says no one without a mask can enter STRICTLY as of today.. According to your 'manager' Thukela this is in effect since the Presidents speech on the 12 July.. Which again he is sadly making a fool of himself as I stressed to him that wearing a mask in the Makro store has been Mandatory for a while now.



i am sure you will advise me to shop online. But what if that is not possible do???

I would now like to know what are your rules.. Children under 2 wear masks or not??? As you have the right to choose if customers can enter or not..
If I am not allowed fine...
If I am please inform your branch in Amanzimtoti..
If you would like I will happily go there with the CDC information and regulations printed out for them to read and learn..

Absolutely slack on Managment side!
I will like this matter sorted out promptly.
Mandy Swarts

I made an online purchase from Makro on 26 May 2020. I bought a bathroom tap for R649 plus delivery costs of R52. I received confirmation that my order and been received and was advised that delivery would take 7 to 10 working days. More than a month went past without the delivery of my tap. I had been following up with them, sending endless tweets and complaints on Facebook and I was ignored, then on 25 June 2020 the delivery came. The courier guy did not even let me know that my parcel had finally been delivered. He just dropped it off at the gate and left. The security guard from our complex came to deliver it to me, I am unhappy about this as this displayed unprofessionalism and my parcel could've been stolen had the security guard not delivered it to me. The other issue is that, the incorrect parcel was delivered to me. I ordered and paid for a bathroom tap yet a kitchen tap was delivered to me. I complained once again and Makro, in their defense on Twitter told me that I had made an incorrect order which is a lie because the tap they say I ordered only cost R300 and I paid R701.57 and i can prove this. They promised me 2 weeks ago that somebody will contact me to explain the way forward on this incorrect parcel that I have with me, 2 weeks later, nobody has contacted me - they are quiet. Every time I have to complain on social media , and even on Friday I complained on Twitter and was ignored as usual. I need them to collect their tap and either deliver the correct tap or refund me my money. Please help as I am tired of the lack of service and delivery from Makro thereof. They don't respond to emails, it is difficult to get through to them. They make a lot of empty promises on Twitter when they finally respond.

I placed a order MAK2589803 on the 8th of June 2020. I waited 7-14 working days but without delivery I followed up. Same story.... at courier, dispatched... NO COMMUNICATION from Makro. then I received a phone call that asked if I am happy with my delivery??? What delivery. After another two weeks I followed up. It is definetely packed and on its way. then on the tracking it say delivery is done(see pic). Then yesterday a month later I receive email invoice for refund!!!!!(see pic) I phoned again and was cut off(11 min) and again without any clear answer. dispatched yesterday!!!! really!!! and then was cut off again!!(12min)

Good morning, I called to report that my Grundig Dishwasher was out of order on Monday 6 July 2020. I was told I would have someone contact me and come out within 72 hours. I waited 3 days and called again yesterday. Was told they could see on the system I had not been contacted, they would escalate my call and someone would definitely call me - needless to say - nobody did. I called again this morning and asked for a Manager - was told the line was busy - was told I would be contacted in 24 hours. It is now Friday morning. I am not happy! I buy all my appliances from Makro and really didn't expect this lack of service when something breaks down.

Mak2627044. Paid on 27th June 2020. No stock of extractor. 13 days later still waiting for my refund. Extremely useless incompetent staff that do not have the common courtesy of calling or responding to emails. Do I go viral with this as clearly from all the complaints I have seen now Makro is about the worst when it comes to refund and customer service. finance team for online is extremely incompetent.

Waiting over a month for a refund. I call to be on hold forever just to be cut off or receive untrue information that leads to no outcome. It is impossible to get through to managers or team leaders. No email response. No telephonic feedback. Is it difficult to process a simple refund. I see i am not tbe first to complain. I have never received such poor service from any provider before.

Order number MAK2580658

Good day,

I have been waiting longer than a month for my refund from Makro Wonderboom. This is unacceptable. I have called, sent emails & family of mine has gone to the store on my behalf, yet I still have no refund.

Order number #MAK2549881

On the 18th of June I bought this light online including 2 others my order took more than 14 days and after I've sent an email to inquire.Only to find out 1 of item I bought was canceled and wasn't given a reason why so how is it that I see the same item online now it says R149.But my order was canceled so its not like there was no stock if the was a price error it's not my fault as a customer

I purchased a deft dishwasher and tumble dryer on 4 June 2020 from the meadowdale branch which was delivered on the 5th, whilst unpacking the dishwasher I noticed that the right side of the top tray was completely broken off. I went back to the meadowdale branch on the 8th the log a collection and replacement and was told that I needed to being the dishwasher to the branch myself, I explained that I was unable to as I didn't have a vehicle to transport it. I was then told someone would contact me to arrange a collection but that there would be a collection fee. I have not recieved such a call and returned to the meadowdale branch on the 15th again to be told they had no such complaint logged, again I was told someone will contact me to arrange collection and still I am waiting. When calling the customer care line one is put on hold for up to 45 minutes so that avenue is also pointless.

I've purchased a drone and an action camera on the 24th of May, I returned it within 7 days not happy with the quality it's been one month and I still have not received any money back. Now my pressure cooker is also faulty, also purchased in the same batch!

on 15th June I reported via email a broken washing machine which was within 6 months of purchase - to be exact 4 months old. The washing machine is leaking from base during wash cycle. All pipes have been checked - the leak is coming from under machine not from pipes. In this email I detailed purchase date, invoice details, makro card number, my name, address, contact number etc.
On 18th June I got a mail from Qinisekile Masuku, asking me for all the details that I provided in my original email AGAIN but also asking for serial number of machine. I sent all this again on 21st June - got no response. I sent again on 23rd June asking for somebody to respond - no response. I have sent AGAIN TODAY ASKING FOR A RESPONSE. I have asked for the machine to be replaced rather than repaired - I understand I have a right to that? Whilst I understand (according to Qinisikile) that you cannot do repairs at this point, you can replace it? Also what is odd is that many other appliance servicing companies are doing repairs, and advertising as such, so I am not sure of the COVID 19 restrictions?

Ref:MAK2539739

I bought a hisense fridge from makro and only to find out that it's broken and I let them know immediately, they within 2 to 5 working days they will be in touch until today am stuck with the broken fridge and worse part even if I call their customer complain department or head office nothing is happening their service is poor

I placed an order (#MAK2517229) for a Seagate 4TB external harddrive on May 13th. On June 12th, it was only then that it was picked up by couriers. Mind you, it was supposed to be delivered about 14 days after the order was placed. To make things worse, it now says the order has been delivered on the Makro site. No notification whatsoever from the couriers. I tried contacting Makro, but they never answer the phone. 20 minutes spent waiting and no one picks up. The name of the courier company is also not visible on my end so I am not able to contact it instead. At this point, either it gets delivered asap or they refund me without a waiting period.

I was surprised to find many complains like mine. My day is ruined and my disappointment is immeasurable.

Hi I placed an online order for a freezer and still received no delivery. I have requested feedback regarding a delivery date but also no response. The customer service is pathetic and I would like my money back asap. I don't want to or feel it's fair that I must wait another 10 days for my refund. If I don't receive my refund asap I will be logging a complaint with the National consumers act.

Online order MAK2601169. On the 15th I called the call centre and they advised me to call the Strubensvalley store to get clarity on my query(I hadn't realised that the stove I bought doesn't have an electric oven). I got through to the switchboard, after explaining they then transferred me to the online team. I spoke to a guy whom his name I forgot, but he has a Vhenda name.i explained my query and then requested to change my order, gave him the brand I wanted to change to. He requested for my contact details and promised to call me back, I explained the urgency of my call as I was trying to avoid having an incorrect brand delivered. He never called me back, I tried calling back a few times with no luck. Eventually I called the call centre again and put on the same request. Today I got an sms that my order has been sent to the courier, call centre agent confirmed it still reflects the incorrect brand I requested to change from, because Strubensvalley guy never called me back.