MAKRO - Head Office Complaints

Your request (1327425) 18 Jan.
Online order #MAK2885629
I have ordered a blind online and was quite impressed with how quickly I received my order. Unfortunately, it was broken. I took pictures and sent it by email to request an exchange. When I got no reply, I took it to my nearest branch, who said they could not assist me. After various emails, I phoned the support centre. I spike to Zandile who promised to take care of it. I have since written another email but STILL DID NOT GET ANY FEEDBACK.

I’ve ordered 3 sunbeam electric faucet on the 14th January and the estimated delivery period was 2-5 days but till today we haven’t received the order. I’ve been tracking the order online but still hasn’t been collected by the courier company and it’s been packed from the 14th but no movement at all.I’ve phoned in a couple of times to check what’s causing the delay but none of the consultants could assist they would only tell me it’s still with the dispatch and will contact me before the end of day with full explanation but none of them has returned my calls till this day. I phoned again this morning and I spoke with the guy , I didn’t take his name he also told me he will follow up and get back to me but we got cut off while he was busy checking something on the system for me. I’ve also sent through 2 or 3 emails but still , nothing! No assistant at all!

The two ladies that I spoke to were Lesego and Francina Teyela
Till today none of them has gotten back to me.

All I want is to know when are we getting the parcel or maybe the refund. Nothing much!
You can contact me on 0783361402

Regards

Good day

I write to complain about your management at the Springfield park branch.

Last week Sunday we went to purchase some stuff at makro, we where then told to take our child out of the trolley as people say children in makro trolleys are unhygienic. Management was making a huge argument with my child in the trolley and physically wanted to touch my child and take him out, he was holding the trolley and refused for us to move until we took the child out the trolley. To me this is ridiculous and I will never shop at a makro store again due to this barbaric behavior of the staff members.
Let me point out a few things so that head office knows what actually goes on when they are not there.

A) before a trolley is given to a person it is throughly sanitized inside and out ( so why is there a issue of a child in a trolley if it’s been sanitized?)

B) you have big machinery around using it while there are customers. If a child runs from their parents and an accident happens due to a child not been allowed in a trolley “which parents Know as a safe place for kids” the store should then be liable for any damages caused by this as they are preventing children from been in a safe place.

C) every other place game, builders and other stores our kid goes in the trolley without any issues what makes makro so different?

Children under the age of 6 do not need to wear any mask as per government but Makro refuses kids to sit in a trolley that kids are sanitized and wearing mask.

Also there seems to be racism in the store as other people kids where left to sit in trolley which we had to then point out to management as they where at the pay stations already.

Please sort your policies. “Enter at own risk” children are safe in trolleys not allowing a child in a trolley you then take the risk back to your company as if my child was allowed to sit in a trolley and there was a issue I could take responsibility, if my child is not in a trolley and an accident happens it’s then makro’s responsibility as you prevented me from placing a child in the safest place a parent knows that’s a trolley..

Kind regards
Kerry

18th Jan- purchased a Trojan treadmill from Makro Carnival
19th jan- it was delivered and after set up we realised the console was not working.
We contacted makro and were told we should call Trojan to have a technician to sort it out... not our fault that it was defective yet it is our responsibility to call a technician... we drove to makro and asked them to sort it out or refund us. The manager present for the Department told us it's not that simple to return we need the technician to report on what is wrong before action can be taken. We walked out accepting that they would be trying their best to resolve this matter(which I believed they were doing well with until recently), The back and forth and the sheer lack of care that this situation has been handled with is absolutely atrocious. It is now the 30th of Jan... after many many calls and emails and attempts to sort this out we have not received feedback when we were told we would... we DON'T WANT A REFUND anymore we want a machine that is working! Especially since it was purchased at a sale price. Why is it so difficult to exchange a machine? Why all the inaccurate information? Why the delay? We are tired of being sent automated responses and having people call us to tell us that they apologise for the inconvenience and are working to sort this out ASAP yet... here we are still waiting for our machine to be exchanged and no follow-up after we were told they would keep us up to date on the progress? We really enjoy sitting with a treadmill we can't use... Great job Makro.

18th Jan- purchased a Trojan treadmill from Makro Carnival
19th jan- it was delivered and after set up we realised the console was not working.
We contacted makro and were told we should call Trojan to have a technician to sort it out... not our fault that it was defective yet it is our responsibility to call a technician... we drove to makro and asked them to sort it out or refund us. The manager present for the Department told us it's not that simple to return we need the technician to report on what is wrong before action can be taken. We walked out accepting that they would be trying their best to resolve this matter(which I believed they were doing well with until recently), The back and forth and the sheer lack of care that this situation has been handled with is absolutely atrocious. It is now the 30th of Jan... after many many calls and emails and attempts to sort this out we have not received feedback when we were told we would... we DON'T WANT A REFUND anymore we want a machine that is working! Especially since it was purchased at a sale price. Why is it so difficult to exchange a machine? Why all the inaccurate information? Why the delay? We are tired of being sent automated responses and having people call us to tell us that they apologise for the inconvenience and are working to sort this out ASAP yet... here we are still waiting for our machine to be exchanged and no follow-up after we were told they would keep us up to date on the progress? We really enjoy sitting with a treadmill we can't use... Great job Makro.

Bought an upright Defy freezer from Makro Vanderbijlpark. The PC board gave an error. Defy fixed the problem. The same problem occured a year later. We phoned customer care. It took them 2 months to come to fix the problem. They brought the wrong part and said they would return with the right one. 2 Months later they haven't came back, we called again an again. Later a lady phone to ask if they came back, I told her that they didn't. She said they would fix it in 3 days. Now it's 2 weeks later and they still haven't returned. I phone them just now and was told by 2 operators yo hold for the manager. After a while somebody came back to tell me that they are closed. I feel that Makro deliberately fail to comply with my complaint because they just my queries. This is bad business for Makro.
Reference No: 1400008

I purchased a 13kg Defy Top Loader on the 29 November 2020 and logged a call on the 20 January 2021 regarding an error message occurring on the spin cycle. Today is the 28 January and after numerous calls to Makro Customer Care (this should not be CARE as they obviously do not care!) as well as Defy we have had no joy of a service technician coming to repair our appliance.
Disgusting service to say the least.

Good day, on Saturday 23 Feb 2021, I went Makro Strubens Valley and purchased a Bosch Hob at a special price of R2900.
I also brought a Bosch Multifunction oven prized at R6499 and requested a discount which was offered at R200.
I was then advised that it was out of stock and then I decided to take the one on display and enquired about the price of the display one.
I was advised that my discount was still R200 to which I objected as a principle,eventually the managerers Chantel came to no avail.
I then bought the items and left but I have a sour taste in my mouth because I am now wondering whether it was really out of stock and if that was the case why did they not ask me to collect the same item from another Makro.
I have been a loyal Makro Customer for more than 25 years and do not want to make this one incident result in me not buying from Makro again.
As a principle, I never spend a cent where I am treated with contempt and disrespect.
I am advising you to take note and respond appropriately.
Regards
Simon Sibeko

I bought 2xRib-Eye Roasts from Makro Alberton over December. Although the expiry dates on tha packets reflect 01 Dec & 28 December, both of them were frozen the day we bought them which was before the Expiry Dates.
It is less than a month later, and the 2nd Roast opened is off.

Who keeps their slips for a month or 2 when they actually take the meat out of the freezer. This is unacceptable.

R355.00 worth of meat down the drain.

Never will I buy meat from a Makro again, and I will post it all over to my friends and family. And i'm sure they will be sharing it too.

Returned my fan on the 21st Dec,2020 to Makro Woodmead just because the inbuilt humidifier wasn't working and all I thought was going to happen was replacement of the humidifier.
I have not gotten a single message from Makro stating the progress of my fan except the message stating my Makro Assessment reference number 2681731.
I am so disappointed and displeased with this. I have to deal with the pandemic as a frontliner as well as deal with Makro unprofessional attitude in his raging heat.

I saw a Cameron Highback chair at your Okovango Store Cape Town today and decided to order in on your online website as I also need a table.

I entered the name exactly as it was on the chair label and your search returned 3332 possibilities and 52 pages to wade through! Oh and on the later pages it's not even chairs - page 37 offers up 5 roses tea!!!!!!!

Your filters don't work and waste your potential customers time.

Tried phoning but gave up after having to listen to endless drivel on the recording and not getting to speak to anyone.

How many frustrated potential customers have you lost?

Hi. I bought a pool in November and now the pump made a noise. I took it I but there is no replacement. The pump will be sent away and they will let us know in 20 days. Now what happens to the water In my pool. It's gna become stagnant and I paid R3000 to have this pool filled up. So now I'm gna have to drain all this water and pay again. This is really not on as I didn't expect the pump to give problems after just 2 months. Now I have to be the loser of R3000. This is really unacceptable.

I recently purchased an xbox one console during the last week of December 2020, before going away on holiday. I returned on the 4th to find my xbox console doesnt start up at all.
I then checked the retail proof of purchase and found it was 2 days out of the 14 day exchange.
I was told my the consultant that I would need to call Microsoft directly to assist me. To my dissatisfaction, I had to call an international number, who dropped the call on me after holding for more than 20mins at a time on both attempts.

I then wrote a message to Makro P.E via makro.co.za website, to which I asked if they could assist me with a new unit or if I could get assistance from them in sending the unit away for repairs etc.

To date no acknowledgment, no calls no emails nothing. It feels like I have been swindled into a purchase for an expensive item which I have never got to use. It was not purchased as a xmas present, so the purchase was not used until January 2021.

To make matters worse, I was told that that they do not deal with this item, hence I need to go through a platform which I have had to identify the contact details of myself. I have exhausted all avenues. It is like purchasing a vehicle at a dealership and being told to contact the factory for after sales service.

I am totally upset, more specifically with Makro P.E as I purchase thousands of Rands of items monthly at their business and a R6000 rand purchase of an item amongst other items at the time, seem like nothing to them.

Very upset. My son cannot play or use this item, it is completely useless, and have thrown 6k down the toilet.

So an update today Monday 18th January 2021.

They all of of a sudden tell me they have someone qualified in the store to asisst me and send me a copy of a sheet I should have been given upon purchase, explaining everything i need to assist me if experiencing a problem with the xbox console. Mind you this is a complaint still hanging since 1st few days of January and still no direction in assisting me. They will help me call Microsoft support. I have done all of that and even used their troubleshooting process since my initial complaint.

My question and request are simple. I want a new machine. The current one is brand new no damage etc, so I have sent this to consumer ombuds to defer as well.

Maybe if i was another race I wouldn't have to jump through all these hoops. I don't think i will purchase any big items again at Makro. Maybe just diapers becoz theyre on occasion cheaper than others but this is one of the reasons I took so long to start buying at their stores.

I will be approaching legal council as well regarding this matter and reference back to consumer Ombuds.

No response from makro care agent katlego.

I've sent through my contact details this morning till slip details Saturday 16th January 2021, still no response

I visited Makro 2Kabega road Port Elizabeth on 17/01/2021 I saw shoes on the table where they place reduced items with the price of R100 the original price was R299 when I'm at the till the cashier told me they place a wrong tag on the shoes, she called her manager she also said the same thing, I'm not happy because when you buy a product you pay what is written on the product is not my problem who place a wrong tag I'm not working at Makro I suppose to pay what is written on the tag, I still want those shoes with the price that was there if the price is wrong workers of Makro they were supposed to rectify it before I arrived at the store. I don't have vedio of what happen but everything happened inside the store I hope since there is cameras at the store the video can be available.

No response from Makro regarding a Samsung washing machine that broke. Consultants keep telling me that HO is not responding. It has been months already...

on 11 January 2021 I reported a Defy washing machine with Makro call centre I was told a service technician will attend to the machine on 13 January 2021 which did not happen. I called Makro again 0n 13 January 2021 to make a follow-up. The call centre agent, Thando, advised me that the turnaround time is 5 days. The technician will attend to my issue in 5 days from the first call. On the 16th I spent my money to call and make a follow up again,I was assisted by Thalitha Sinda who then told me that actually turnaround time is 7 days. I demanded to speak to the manager. I was advised that Manager Busisiwe Maseko will give me a call, she confirmed what the call centre agent said the Makro managers do not speak to customers by not calling. 20 minutes later I received confirmation of a logged call with Defy. My wife called Defy South Africa and Defy confirmed that Makro logged a call on 16 Jan (there's no record of calls logged since Monday on our name). Essentially this means my first call was just put aside when I made a follow up on the 13th I was lied at about turnaround times. The service is pathetic to say the least.

We bought a fridge and washing machine in store on 9 January, we were advised that the items will be delivered on Tuesday 12 January as arranged
The lady from Defy called advising us about the washing machine but NO FRIDGE.

We have called but no one assists us we keep
Being sent around or Head office refuses to assist

I want the fridge delivered Today
This is bad customer service no one bothers to call you

The fridge was for

Jared Walsh
42 boschen park
Hofman street
Stellenbosch

Thank you

I logged a repair request on the 7 January for the Hisense washing machine I purchased in June, which is leaking. To date no repair and I received an email on the 12 January to say the call has been logged with Hisense.
My kitchen is now flooding and I want someone out here today. 6 days later no action, what pathetic servcie

I bought a TV from Makro Germiston
When I started it at home I find out that the Tv has accounts for Netflix and accounts for Dstv that means the tv was sold to different customers before Makro staff sold it to me.
I confronted them and they apologized and I accepted their apology and they gave me 5000 rand discount as compensation.
Makro manager organize the delivery of the new tv and the collection of the old tv.

The delivery people told us that the TV is coming straight from the factory it means no body checked it before delivery...
We installed the new Tv and when we started it the tv screen was cracked all over...
I went again and spoke to another manager and I told them I want the refund including the 5000 compensation because I had to pay for transport and installation twice and for my time and going like 7 times to Makro to sort out the problem...
They refused and said they will refund only the 34999 rand that I paid so I agreed because I was so annoyed with their unprofessional service.
Yesterday they came to collect the Tv and today I went to ask for the refund and the same staff that sold me the first TV and lied about the history of the purchase of tv told me we not going to give the refund because the first Tv didn’t have the legs of the tv in the box!!!!
I told him the tv was installed directly in the wall and I never used the legs and whatever was in the box stayed in the box means the people that bought the TV before me never returned it and I why must I keep the legs if I return the tv I have no use of it.....
He refused again to give me the refund and I had to go back home with nothing

I really need that the management attend to this complaint and refund me for all the money and time if not am gonna take legal action against the staff and Makro

Regards
Nozha
0649067060

I have been buying from Makro for years. I stay in Standerton Mpumalanga and I went as ususal to Makro Carnival where I was reused access to the shop just because I did not wear shoes. I do not wear shoes and always walk barefoot where ever I go. That is just me. For the 1st time I was stopped from entering any shop just because I did not wear shoes. Funny enough even the day when I opened my makro credit card at the same carnival makro I was walking barefoot. Makro shops will not be seeing me any more. Because this is discrimination same as racism.