MAKRO - Head Office Complaints

I placed an online order on the 31 May and paid in full. A few days later I received an email telling me my order had been canceled and no explanation was given. After trying to call the customer care line for days, I eventually got through to someone who said there was no stock and I would be getting a refund in 5 to 10 days. However 10 days have passed and no refund has been received. Now whenever I try call the call centre, I wait for forever and can't get through to anyone!!! I havnt received an email confirming my refu d is getting processed, there is just radio silence.

The service I have received has been absolutely shocking! I will not be purchasing anything from Makro ever again after this.

I ordered a Samsung TV for R7500 on the 15 May 2020. On the 29 May 2020, it was handed to the couriers. To date I have not received it?????????? Despite this, the Makro website is saying that my order is complete????? What the actual f%&*??? Where the f£$% is my TV??? This is the worst shittiest service I have ever received on an online purchase! Things from abroad get delivered sooner. The only thing Makro does on time, is take your money. I will NEVER recommend Makro to anyone. If they cannot commit to their 14 working day time period, customers should be entitled to a full refund. This is illegal bullshit and violates the Consumer Protection Act. If they do not respond to this email and complaint, I will be filing a motion with the Consumer Council as I consider them have stolen my money. Their deliver services (DAWNWING) is just as shitty. They literally NEVER answer calls just like the Makro customer services line. Where the hell is my TV?????????? Can someone at least have the dignity to respond to this complaint??????????

Dear Makro

I place an order a few days before lockdown. I realised my product(PS4 game) was non-essential so, it couldn’t be delivered. I then canceled my order. I got an email I’d be refunded. But when I checked my order status said ‘delivered’ when I hadn’t received anything, still not delivered. I called the call center, they promised they would cancel it and refund me. It’s been 3 months now. A few weeks ago somebody from the call center(amanzimtoti) told me my order was never cancelled but will cancel it for me and I’d be refunded within 7 days and that was like 3 weeks ago. I don’t know how much money I’ve spent trying to call y’all guys. I really don’t know what do anymore. Y’all are doing me dirty really
Phone number: 071 756 4804
Order No.:MAK2448037

I bought a Midea microwave online and paid immediately then I realised there was a Russell hobbs microwave on special.An hour later I sent an e mail to cancel the order and I never got feedback. Then on the 30th May I contacted the client care department to explain my situation then I spoke to Moeketsi who promised to institute a refund and cancel the order with the seller before they dispatch the order.It seems that never happened as the ticket was never attended to because I got an sms informing me about my product being shipped to the courier then I phoned the call centre again....the lady said the refund was never instituted and that she will do it and cancel the delivery which she never did.

The microwave was delivered and i phoned again to understand why it was delivered and that I'm still waiting for my refund then the lady told me the other 2 agents did not request the refund and kept me on hold for almost 30 minutes while speaking to the team leader and told me they will collect the microwave then I will get my money back.To date that hasn't happened as I'm still waiting for the microwave to be collected and to be credited my money back.Im really disappointed in how my query has been handled and it seems like they do not even care about what am saying.I have lost trust and faith in Bakro due to the lack of professionalism displayed.Please help me with my refund I will buy the microwave elsewhere.
Name:Lindi Mtshelwane
Order no :2550008
Cell no 060 556 4445/ 083 228 9543

Regards
Angry and disappointed customer

Goeie naand
Ek het nou lank genoeg gewag en was baie geduldig wat nie in my natuur is nie, maar genoeg is nou genoeg.
Op 5 Mei 2020 koop ek n laptop by MAKRO Montegue Gardens teen n baie goeie prys. Net wat ek benodig. Vat 2 dae om alles te laai en reg te kry, maar kom skielik agter dat die klank nie werk nie.
Gaan terug na Makro., hulle se nee jy moet met Pinnacle Warranty kontak sodat hulle dit kan nasien en n beslissing maak.
Wat n verrassing want na net 3 dae en hulle is nie bereid om my n nuwe een te gee nie, maar maak toe so.
Na n lang gesukkel bevestig kom haal Pinnacle Warranty dit. (6 Dae later)
GEEN terugvoering nie.
Vra almal by Pinnacle Warranty en kry darem 5 dae later bevestig, hulle het dit ontvang en sal laat weet.
Vandag is dit 5 WEKE later en nog niks.
Geen terugvoering of geen laptop nie.
Wat ek wil se is MAKRO hou nie by hulle eie waarborg nie.
Moet asb nie eletroniese toerusting by Makro koop nie.

I placed an order on 20 May 2020 and the estimated delivery date was up to 9 June 2020, and on 9 June 2020 the order is still on the same stage it was when the order was placed, the items have not even been packed from the store. I have sent countless emails no one bothers to answer because they already have our money. Order number MAK2539359

Dear Marko
Since the way you treated me the previous time was not enough for you, you have done it once again. On 20 April I bought a cartridge for my printer online. 11 Days later I got an SMS saying my order has been cancelled. Not a phone call explaining what goes on just an SMS. I send an email complaining about this and I got an email from Eschel Steel saying that they did not know there was no stock and by the time I bought it, it was gone. Not sorry or can I make another plan nothing. Shen then told me to apply for a request to get my money back. On the 5 May, I got a reply that my money was paid in. 10 days later I emailed Ms Steele again requesting where is my money and she told me she will follow up. On the 25 May, I emailed her again, no reply. This is now 7 June and in my eyes, this is theft keeping money for a service you did not provide. I think Ms Steele does her job extremely bad and I can't imagine why Makro would put such an incompetent person in that position. ID 7901100072083

Dear Marko

It is in this terrible COVID time that I have realised you are not the company you portrait to be. On the 30 March 2020, I phoned to let you know That I will be without an income and will not be able to pay my Makro Account. The agent said that was no problem and I must just fill in the claim form and submit it to the insurance. On the 5 April, I have sent all my documentation through because I knew my account must be paid on the 10th, an arrangement that I made years ago. On the 17 April, I send the forms again after I heard nothing from Makro. On the 18 April, I send it again, no answer and I called them where the agent told me they are busy with it and I must wait. I told him that Makro is now phoning me for their money. He said that is fine it will be fine after the insurance pays the account. On the 22 April, I send the forms again, no answer. On the 1 May, I got a call that they need my April bank statements and I send that through to them. On the 13 May, I send another email saying that I have heard nothing from them, no answer. On the 20 May, I send 4 emails, no answer. On the 29 May Makro phone me once again for their money. Then they told me I need an affidavit to state I have no income after they told me the first time that was not necessary because we are in lockdown. That very same day I had to leave my 10-year-old at home because I am a single parent to go get the affidavit. I send the affidavit that very same day. On the 2 June I got a call again that they need my April bank statements and when I told the agent I have sent it already, she looked it up and said she found it. Today is the 7 June and still no word from Makro or the insurance. This is an insurance they force you to take of which the payments are very high but you are not allowed to use it when you have a lack of income. Very good customer service Makro I will close this account ASAP. You can go take lessons from Absa and Edgars how to treat customers. I think this should go viral because I can see how many clients complaint on Hello Peter and you don't even answer. Maybe when I put this on Facebook and Twitter and Instagram people can see to stay away from Makro and RCS or I might just open a hornet's nest.

I went to Makro Germiston on Friday the 29th May 2020.Got pushed in front of the line by one of the supervisors. This was due to being pregnant. When I got to the cashieryoung guy he had no interest of serving until the lady called him and then the cashier next to him pushed a trolley to my tummy. When questioning her apparently she did not see me. Strange as big as I am. Then I kept on loading my grocery then noticed one sugar was torn then I told the cashier and he told me I can put it in plastic then sort it out when I get home. I told him not a chance. Then I noticed that he did not have a packer so I started packing. While doing that I noticed another pack of sugar and I put it also aside to say here is another one. Then he told me to go back a get two packs of sugar. So I refused as I was not willing to walk again as I was already tired. He then said there is nothing he can do so I said then cancel all three sugars and the lady who pulled me through the line came to ask what is the problem. So I told her and she said it's fine she will go and get sugar. While settling the bill the woman who hit me with the trolley was talking and with another one and the mocking me but I did not have the energy. I just looked at them.even the people that were behind me also reached the tills and finished same time.

I am grateful to the lady who assisted me, but her colleagues then made what was supposed to be great service to be a disasters experience.

On 25th April i ordered a bed online @ Makro Online. The online states that the bed has been delivered and Makro was contacted numerous times without success. The bed was initially not delivered to me as of yet and would like feedback. The bed has been fully paid - No bed delivered to me. Makro stated that the bed was delivered at an unknown location

I have placed an order on he 15 May 2020 order number MAK2523046 and paid in full for the order. I have not received any feedback on my numerous emails to makroOnlinesupport.co.za and makrocare and my calls. The tracking stays on order confirmed. I need feedback on this matter urgently. Failing this I will report the matter on Hello Peter.

I bought a fridge at makro Pretoria north on 2019 around July. The fridge was delivered broken, once I realised this I alerted the makro I’m question and they assured me that they will follow up with Hisense, i have been contacting them and Hisense ever since last year and I’m still standing with a broken fridge. This is really unacceptable as I paid cash for this fridge and took out R18 000. At this point I just want my money bag and the store can take their broken fridge.

I purchased a breakfast pack (kettle and toaster) from a Makro Strubensvalley. I took it back to the store early May, still under warranty. They could not exchange it as that department was closed. the store manager said if I would like to, I could purchase another set and he would refund me when they reopen that department. I did just that, I even purchased the same brand, a slightly more expensive product. I took the old set back 2 weeks later and he denies ever making this arrangement with me. We waited for 45 minutes for them to decide what they were going to do. They eventually refused to refund me and booked the items in for repairs. To date I have not heard back. I called the customer care line about 4 times and they put me on hold and then drop the call. It cannot be coincidental that every time I enquire, the call disconnects.

I am so disgusted with the service we received in store and telephonically. I just want a refund and I promise never to shop at Makro Strubensvalley again!

We purchased a laptop according to what was printed on line. When we went to purchase the laptop we showed the person the specs that were advertised and she went to get the laptop. Upon checking the spec at home we had been given the wrong product. We returned to the store on Tuesday to advise them of the error. The service that we received was DISAPPOINTED and DISGUSTING. Your sales staff in the electronic need some serious training as they have absolutely no idea what they are selling. Finally the manager of the section assisted and he said it was an advertising error. We went back to the store today to return the laptop and purchase another laptop. Yet AGAIN we had the same problem staff having no idea what they selling, no product knowledge and borne extremely rude. I suggest that you seriously have a look at this situation at your store in Port Elizabeth. I also work in retail and I have gave the service that you staff give I would be in serious trouble

I bought an oven on 11 Feb 2020 at Makro cape gate. The person who assisted told me what all the other makes cant do took me to a bosch oven only one also told me everything he wanted me to hear.little did I know hes not from makro but a bosch consultant I was told after complaining to Gawie who didn't care what I had to say just told me I installed and used the oven. I complained by customer service on 28 March and they are just as useless just apologizing and escalating doing nothing I called today 19 may 2020 i was told they would call me after speaking to a superior 2 hours later no further no call yet.

On 27 April 2020 we ordered and paid online for our monthly groceries. The site clearly states that delivery is within 5-7 days. After 5 days the order message still reflected the same so my husband contacted the Makro office and we were told they were working on it. 2 days later - still the same story. Then all of a sudden on 10 May 2020 - 13 days later - we received an e-mail stating that 62 of the 94 lines of our order couldn't be met due to lack of stock. So now my questions: 1.How do you advertise goods if you don't have stock and can't deliver? This is false advertisement. 2.How do you take peoples money,(in the middle of a pandemic where as it is - money is on the short side for everybody) without delivering on the order placed. 3. When we phoned we were advised the order should be cancelled - the lady told my husband that the refund of our money into our bank account would take between 3-5 working days.....this after you could not deliver and it took you 13 days to notify us? Now you expect us to wait an extra 3-5 days totaling up to 16-18 days of waiting first for our monthly groceries - not being able to go to another shop and buy there - because you first want to hold on to our money to squeeze a little bit of interest out of it. This was the last time that Makro will see any of my money. Please repay/refund our money so that we can provide for our young ones at home.

Bought a washing machine online on the 9 Feb. I was asked to supply the delivery address. The address in Port Elizabeth was supplied. I was phoned by the company to receive delivery in Pretoria by someone who could not speak English properly. I was given the assurance that everything was sorted by a second person. After several attempts with their call center(the only number available), A Zolani assured me that the problem was sorted. After going online to check I see Silver Lakes Makro will deliver my machine to a P.O.Box address in Pretoria. The call center is a waste of time. No one has the knowledge or the will to sort the problem. Order ID Mak2380827/018715315

I’ve bought a Swan 2.5l Air Fryer on 18/12/2019 but has never received any delivery or a refund regarding my online payment made to Makro Amanzimtoti.

Ive send numerous emails to Makro but hardly got any feedback from them regarding my refund. This is absolutely the worst service I’ve ever received from Makro.

When can I expect my refund to be done?

Account name: C LE ROUX
Account number: 10010994552
Bank: Investec Private Bank
Branch code: 580105
Branch: Grayston Drive Sandton

I’m highly disappointed in the service that I got from Makro as your delivery service is terrible terrible terrible.
It’s better for me to send the item back to Makro

Kind regards

Christel

I bought two fridges and a tv on the 30th of November @Makro Sliver Lakes, till this day I haven’t received any of my items, I’m frustrated, angry and highly disappointed. The form of communication and service delivery is totally incompetent!! It’s been more than two weeks now still nothing from the store no update no phone call nothing at all so what am I supposed to do now, drive there or wait another two weeks?? I never thought i’d experience this at Makro

I bought a fridge on the 27 the of November with the hope of getting it on Fri even now I never received I am filing a complaint for the second time .I would like to have my money back because yesterday they called saying it was delivered but it never reached I think they dropped it on the wrong house.they promised to come n deliver today still they never came or called.I am tired of this now.please I would like to have my money back or I need to publish this matter to warn other Africans before they suffer like me.