MAKRO - Head Office Complaints

A refund was processed on 26 Nov 2020 at Makro Riversands. To date (11 Jan 2021), the funds have not been received.
I have been to Makro Riversands twice and each time, they tell me that the refund is sitting with Head Office.
I have logged 2 calls with the Customer Service Centre, and again, I am told that it is escalated to Finance at Head Office and they are engaging with the store.
Reference numbers:
17 Dec 2020 - 1252451
04 Jan 2021 - 1297147 (Charmaine was the service agent)

Eventually, I managed to get hold of Thinovia in the Accounts department on 21 Dec 2020, but still nothing has happened. She took my contact details and nothing.

What is the point of reference numbers and escalation when no one gets back to you?

Makro card number: 01421950

I bought a cellphone cash from Makro in Woodmead and they refuse to refund me as the phone has no signal on any network so I am unable to use it for its intentioned purchase,the took more than an hour to collect the phone for me at the store and refused to test it when I purchased it,we agreed when I phoned customer service to refund it due to all the holidays before 10 Jan from 23 Dec purchase date and when I drove back from Rustenburg to Woodmead on 9 Jan they refused to refund me,they told me to leave the phone there which is completely useless as it is not a defective issue and doesn't resolve my issue. Please help me resolve this.

Goodday

I placed an order on 19 October and ,ade an EFT payment, I am still waiting for any feedback on the delivery of my order. I have made various calls to your customer care but only receive empty promises from the staff.

All supporting documents are attached.

Kind Regards
Nizza Becker
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David Sibusiso Mabena (Makro)

Nov 3, 2020, 16:52 GMT+2

Good day, Nizza,

Thank you for your email and apologies for not responding promptly.

Please note that we have escalated your proof of payment to our finance department, kindly place the same order once again, the reason being, the previous order number has exceeded the allocation of funds period.

Therefore we need a newly generated MAK number to allocate funds and begin the fulfilment process.

Hope the above is in order.

Thank you for choosing Makro.
Regards:

Makro Online Support Team.
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Your request (1121704) has been updated. To add additional comments, reply to this email.
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I placed AND PAID my order and me trying to get an answer as to where my stock is.
Please could someone help me instead of just passing the buck to the finance department and make empty promises?

Kind Regards
Nizza Becker
078 276 2398

So we arrived at the store on Sunday the 3rd of January to find no one willing to help us, we were looking at water coolers we then decided to go look on the website while we were shopping for the prices on the items we wanted as there were no prices on the shelf. We eventually found someone to ask them to get a bottle down for the cooler she gave us a dirty look as she was talking to another staff member. At the till the item scanned R500 more then what it was advertised for when we told the cashier she couldn’t even say let me call a manager she just said the price is the price even after we showed her the advert with the special price we told her to remove the cooler as we would rather then purchase it else where. We also bought a basket for our pool in which there was no code on it at check out another lady was called to go look for the code 10 minutes later she brought another basket without holes at the bottom,we told her this is now the incorrect basket she exchanged our one for. I asked for the manager but they refused to call him/her. We left our whole purchase and I will not purchase from Makro again. Due to incompetence and staff rudeness Makro is losing money daily. I’m not the first client to complain.

I logged 3 complaints with appliances bought from Makro Amanzimtoti on the 6.12.2020 & 16.12.2020.


Ref 3 was logged on the 16.12.2020 and I was called today 29.12.2020 by the agent and was told that they only received a call today from Makro.

None of the appliances to date has been repaired or replaced.

I placed a online order from makro for 1 item on the 13 December, I then tracked the order on the 18 and was show it had been delivered, I then called 0860 600 999, I then explained that I did not receive the item, I was then told they would get back to me they did not I called back they then said they were trying to contact the delivery company and they would get back to me, called again the following day and was told that that the delivery company has and they were going to deliver nothing arrived, I called back again and explained that I had ordered the item for my husband as a gift and would like to know if it was still gonna be delivered before Xmas day they told me it would. I then received a call from them on the 24 December telling me that it was delivered on the 14 December, they told me that a Jess had signed for it, I informed them I did know anybody by that name and that I had been at home all the time from the 10 December and had not received anything and would like a copy of the sighed delivery note, I was told they would send it to me and would look into it and get back to me. I have been told one thing after the other. I paid for the item on Makro credit and now have to also pay interest on something I did not receive. This is so disappointing

Hi, i am so unhappy with the service. i did my grocery shoping as usual on credit card and the tele didn't hear me say budget and she selected straight and i can't affort straight that's why i always select budget. I than queried and they said it can't be changed, i feel they suppose to double check with clients first coz it has a big impact and i don't want my account to fall in arears. please advise if the next instalment amount can be changed asap or if the headoffice can select budget on their system

This morning I visited Makro Strubensvalley and was assisted by a pathetic, unprofessional, unfriendly, awful lady by the name of Andiswa Nkosi. I arrived at the tillpoints to make a payment and unfortunately I landed on this nasty lady's till. She did not even greet, I asked her a question and she kept quiet. At first I gave her the benefit of the doubt thinking she didn't hear, and I asked her for the second and third time I got really annoyed when realising that she was just ignoring me deliberately. She told me to pack my grocery on the trolley, no effort of asking me if I needed plastic bags or not. I was wondering why should I be the one packing my grocery when I am not employed at makro. I refused to pack my own groceries in the trolley as I am not employed there. She then instructed a couleague rudely so to come and pack. She was busy scolding at a poor couleague in front of me.Everything was just going so wrong because this lady wasn't acting professional at all. I would advise makro to train their employees on good customer service, because as a customer you don't come to makro to be serviced by a grumpy nasty lady like Andiswa Nkosi and spoil your day. I hope you attend to this lady and discipline her accordingly. I believe your cameras will also show the developments of today an my encounter with this unprofessional lady. Thanking you in advance

I made an order on 26 November 2020, fron Makro Cornubia but have not yet received it. I phoned the call center last week Monday the lady told me they will follow-up and come back to me, but they did not. Last week Friday i went to Makro Amanzimtoti , the guy phoned the lady in Cornubia and the response was that she will make a follow-up with the couriers and will come back to me this week monday. I waited then i received an email asking if i have received the order on wednesday i responded and said no. I have been using the whattup chat to track and it always says collected by the couriers. When i follow the link and punch in the tracking number on the couriers site it says there is no information regarding the order tracking number. I have bee very patient with Makro and very dissappointed on the service. I made s follow-up today ad well again i have been told they will follow-up with the couriers because my order is with them and one of the guys will phone me. Please can you assist urgently on this matter.

The ambassador sold me the wrong product. Your refund people attidute to refund me my money and that it must go into my account, the manager was helpful but also just up to a point, then I went to the liquor department and they could not load the balance of the credit and then they gave me my cash money as what I ask from the beginning so really do not understand why they could not just give it from the 1st time back to me waited 45 minutes and the liquor depart done it

I've been dealing with Ashleigh Panday from Makro Care with the issue i have for the last three weeks. I've requested them to call me numerous of times but no one has called me. They mailing me then responding 4 days later. Seems like some one is not doing their job properly. This is unethical behaviour from Makro

I will escalate this with the Ombudsman.

We orderd 2 volcano kids smart tablets online. 1 workes perfect and other 1 was faulty. product we ordered was faulty, we asked for it to be replaced. 2nd time when it was suppose to be the replacement of the product they put the wrong product in the box. We ordered a volcano kids smart tablet as a christmas present and would like to get the right product before christmas. We aren't very happy about this.

Purchased an air con on 23 November. The man from the company came to install on 28 November then discovered the fan was not working. He requested us to take the unit to the store.. the manager from Springfield branch in Durban was in contact.. as the days past we didn't hear from her as she previously mentioned its taken to Samsung for inspection. I made numerous calls.. she then stated all is well it will be installed soon.. till to date 10 December I have not received the unit as yet.. sorry to say.. its very disappointing a huge reputable company like MAKRO can not sort this issue out.
An air con that was purchased never used is now in default and makro can not replace it.. do we call this customer service.

Your staff member mornay Visser has been abusing women so much that it got to the point where we decided not to ever shopping at makro ottery anymore. We this close to protest at your store. We cannot keep the silence no more as GBV is a real issue on hand. Something must be done about it

I bought i Alcatel tablet thats on your promo today. The cell phone counter lady never told us about the free 29 Vodacom airtime. She was very unhelpful,didn't acknowledge us and didn't even active the phn for us. We really had a bad experience today, she send us to 2 different tills to pay for the phn and SIM card separately. She has no customer service skills.

I purchased a raleigh ladies cruizer from makro crown mines. When i opened the box there was no handlebars in the box!!!

I need this handlebars as it is my daughters Christmas present!

I need these handlebars sent to Clearwater's branch as that is where I stay.

Your prompt response will be appreciated

Talita Holmes
0848404669

My complaint is 9854 it's against makro ottery cape town not kna developments please do not complain to the wrong company

Good day, It with a high frustration that I'm writing today. I purchased two tablets online - MAK2794683- and booked the collection at Dsv locker free. I only collected one parcel. It's been now almost 2 weeks, every single day I call Makro for an update on the second items, every single day I'm advised that the issue has been escalacted- ref 1186256. I managed to speak to one of the team leader phiso.. he was able to give me an update that the store- silvertone only provided one parcel to the courrier and will follow up in term of when the other item will be deliver. I'm so angry, I call and call and till no update, I even suggest to go and collect that item at the nearest marko but no favorable answer on that request, asking for refund means that I have lost twice, first the item was on sale and I will never get it at that price, and second with my time, airtime, energy with everycall that I made. My contact is 0835710017. I want this issue to be solved and I asked for compensation for the inconvience caused.

I bought R10 000 worth of alcohol on friday the 13th November 2020 atMakro centurion because i was hosting a family gathering. On Tuesday the 17th, i returned the remaining alcohol that was never touched and still in its original packaging for a refund. The refund is only R687. I was told it would be paid into my acc within 24 to 48 hours.


3 days later, i went back to the centurion branch and was turned away to go get a bank statement.without even checking anything on the system or my bank statement, i was told it takes 7 days and was dismissed.

I went back to the store on the 25th and was asked to get a recent b bank statement and i did, but still i was dismissed and they said they dont know what was wrong and why it was not paid, i asked them to check baa nd they said i must call the head office. I called when i got home and was told to go to the branch and ask for the account manager.

I went there on the 1st december and ask for the accounts manager, only for them to call her and i spoke to her over the phone at the exit. She said shel send an email and wait for the response because she is not the one who did the refund in the first place and wont know what happened when i did the refund, her name is (brenda). The following day she called me and said they have respondedthe email and it said that they will process it within 7-21 days.

I asked to speak to the people who did the refund when i went to the store so that we find out what happened since she did not do it, she couldnt help me. I asked to file a complaint but she said i must call head office.

Today is friday the 4th of december and i am still waiting


This is no way to be treating a loyal paying customer. Im really not happy

I HAVE JUST PLACED THIS COMPLAINT ON HELLO PETER FOR ALL TO SEE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

PATHETIC SERVICE!!!! I placed an order online on the 27th of November. I received an SMS to confirm that payment was received. When I started to track my order I noticed that it said my order had been cancelled.

I phoned on the 01.12.2020 and spoke to Fimemhlanhla and she assured me that she would get back to me...... STILL WAITING..... I phoned again on the 2nd of Dec and spoke to a Muddie. She put me on hold and then came back to me and advised that Makro Wonderboom was not answering their phone and PROMISED to phone me back............ STILL WAITING..........

It is absolutely ridiculous that I am not getting feedback. I told both ladies and in all my emails sent to customer care that I need to collect very urgently as this is gifts for my customers which I need to deliver next week.

Details:
Reference: Mkobbftolz
Order No: #MAK2809142