MAKRO - Head Office Complaints

On Monday, 30 November 2020 I called Makro Silver Lakes (012 809 7400) to enquire whether they had a Samsung 100 cm Smart TV in stock. My call was transferred to a lady who I was said would be able to assist. Unfortunately I did not get her name but what I do know is that she had no telephone etiquette and kept yelling in my ear to other staff members. She assured me that the store had the specific TV that I was looking for, in stock. I drove to the store. On arrival nobody knew about the phone call. Staff seemed unwilling, reluctant and not interested in assisting me. Staff disappeared every two minutes without attending to my enquiry. Needless to say that I eventually left the store without the TV. I did not have a good experience at Makro Silver Lakes due to the negative treatment I received. I wasted a telephone call and my time.

Good morning
I'm at Makro Alberton. Theres a bulk of 12 Koo Mixed Veggies priced R96. I demanded that I get it on the price o see.I asked to see the floor manager named Keke Mofokeng she refered to Ntombi Sibeko. The response I got from Ntombi was she cannot give them on the price I see. She can only give me at R156. I then asked to see someone else coz already she came up with an attitude attitude of not making me get it the price the falsely put on the board. It's been 15 minutes now I'm waiting for the 3rd person in store to resolve the matter. I hope u get respond to me in time. By the way I took a picture of the false pricing of the item I'm complaining about, but after I made them aware they changed the pricing to R192,95. Please assist
MP Maredi

I bought a Brush cutter on Thursday 27th November. My husband used the Brush Cutter the Friday. After 10min the Brush Cutter just cuts out. Took it back and the same day Friday just to be told I must wait 21 days for it has to go for repairs. The brush cutter is 1 day old. If it was a month I would have understand. Easily my money was taken. I am so mad. I demands my money back. I don't want it to be repair. Imagine how frustrated I am. Now I must pay someone to cut grass. I am furious. 1 day old. R1600 cash

I purchased 2 items on the 3rd of November 2020,as of today its still not been delivered and no one has had the decency to contact me and even apologize for the crappy service. I have sent emails and logged calls and no one seems to care. This is pathetic and unacceptable.

On the 29-11-2020 around 1pm I went to makro in Alberton to collect my order and the security guard was struggling to find my order I waited almost 1 hour when I asked if is anyone who can assist to find my missing goods the inside stuff member called Jeffrey interfiaring and with strong words when I asked him what was all about started to insult me in front of my 10 years old daughter I went to speak to shop manager I ask to call him but there was no luck to find him. I would like to have a meeting with this Jeffrey guy. My name is Moses Dlamini cell number 0732672162.

I submitted a claim on 25th of November 2020 regarding the repair of my refrigerator the freezer unit is not cooling or freezing its a door in door 659Lt unit. The person I spoke to whom took down all my details said 3 to 5 days for a repair person to come out to repair. I did tell her its urgent as all my food is going to go bad. I also ordered food online due to month end I order in advance, food is going to be delivered today and tomorrow WHAT DO I DO WITH MY FOOD give it away. I did not expect a 22k refrigerator to suddenly stop working. What i would like to know is who will reimburse me for my food that now had to be thrown out, also what nonsense warranty is this that one has to wait up to 5 days for repairs. Please respond as soon as possible to this email and provide me with the ombudsman details as I will not tolerate this pathetic service. I have taken pictures of all the stuff that is getting thrown out due to going bad and also stuff that is now going to be given away. I have all my proof.

My makro card: 25037180
Name: S Naidoo
Warranty barcode: 6001505436312
Model No: GC-J
DESCRIPTION: LG Door in Door 659lt
Cont: 0795404537
Purchased Makro Amanzimtoti
Item barcode: 08806087168149
The first call i was told i will get an sms well I did not 2nd call 3 days later Ref: 1194751

Hi you advertised a philips xl airfryer for 1999. I have been yo several of your stores and out of stock but i see that the same 1 has a price tag of 4299 so i dont know how atock can foniah and you have same marked for diferrent price.

Good day

Purchased a samsumg AR4500 aircon including installation voucher from Montague gardens(21/12/2020). The supplier contacted me regarding requiring further electrical costs that are " required in terms of electrical regulations" and payment of R 950 prior to installation payable before scheduling a visit.

The electrical costs are a misrepresentation given previous aircons installed at my home and my requests for confirmation in writing are ignored by the supplier.

The supplier is dishonest as i have confirmed with independent electrical contractors and agents that install aircons that additional electrical costs are in actual fact not required.

This matter will be taken further from a consumer protection perspective as the supplier is misleading customers and extorting additional payments prior to rendering the service already paid for, but in the interim i request a refund and will use honest contractors.

I bought a Bennett Whisper Vacuum 3 weeks ago. I used it maybe 5 times, now it doesnt work. Its not even dirty yet! I have receipts. I get there, annoyed in the first place that you pay A LOT of money for something that lasts not even a month, only to be told, sorry, its past 14 days. We must send for repairs. That takes 6 weeks! WHAAAAAAAAAAAAAAATTTT!!!!!!! Its Christmas! I need to clean my house! HOW do I go without a vacuum for 6 weeks PLUS, because now its the Holidays coming up. THIS IS UNACCEPTABLE! No, lets see what we can do, I ask for a manager, - he's not here - which I think is rubbish anyway! SHOCKING !!!! I WILL NEVER GO TO MAKRO AGAIN! FOR ANYTHING!!!!!! Do you even understand how tight money is after this damn year! I had to scrape every penny I had to replace my vacuum that finally gave in after 9 years that day... ALL FOR NOTHING! Just to line the pockets of an already massive corporation that doesn't give a shit about the people that actually keep them going! I don't even expect you to respond, because I can not even get a face to face reaction from your incompetent staff!

So on the 29/02/2020 I upgraded my contract with Makro Crown Mines with Vodacom Samsung A20. In May 2020 my cell phone just gave in, not switching on not charging, phoned Vodacom customer care they advised my to take my phone to a Vodacare repair shop which I did at VodaCare Eastgate walking in the shop explaining that my phone is only 3months old and not working, even though my phone has a slight crack on the screen which is not really visible and does not need to be replaced, Vodacom Eastgate came back with feedback days later saying my battery is not working and that its not under warranty which I found a bit strange, and they told me they gonna charge my for my screen and I said to the consultant I don’t need my screen to be fixed as its not badly damaged they assess my phone came back with a quote of R2300.00 which I as the customer was not happy with the quote phone is 3months old, rejected the quote. Phoned Vodacom again they told me again to take my phone to the shop where I took out the contract, which I did, explained them again the same story they took my phone in June 2020,assess my hone at Vodacom Sandton repair shop ,came back days later with a quote of R2800 ,which was again my battery and this time said my LCD is damaged again I rejected the quote stating my phone is 3months old and not working they told me they don’t do partially repairs ,but I never ever send phone in for the screen I took my phone in because the phone was not switching on,not for the screen while all this running up and down I still paid a phone that is not working, I stopped phoning Vodacom recently trying to fix my phone all by myself the guy that had my phone told my everything is working fine,but there is a problem with your Motherboard,so 21stNovember 2020 took my phone back to Makro told them to double check my phone,got a sms 25November 2020 with a quote of R3050.00 I mean now what do I do now as its not my fault that the motherboard give in they refused to help me without paying for that quote which at this moment I’m really not happy with the services I’m getting from them as a Loyal customer which I still pay my Account every month even though all this things happening I really really need advise or assistance with my phone which means for a faulty phone I must still pay for 24months without it working.

Thanking you in advance
Valencia Hoffman

Good day

To whom it may concern

I have purchased the above mentioned printer in June during lockdown from retailer Makro Cornubia Durban
To date it has not been successfully installed or working due to compatibility issues
We took the printer to makro they couldnt help gave me a sticker on warranty box to call canon support
I called part serve dbn to help they couldnt do a call out
The canon support in jhb a consultant who wishes not to be named logged on remotely 4 sessions each min of two hours
I had to buy a usb cable to assist

The wifi cannot connect
The drivers not compatible to mac operating system
The scanner software cannot be retrieved

I am now sitting with a device cost R3999 of no use & i need to use it to work from home
Its been so frustrating as i have contacted my business IT provider even istore balitto for help but no drivers to support the setup
I got hold of partserve head office whom confirmed electronically the printer doesnt support mac os

My business & home environment is all mac operated
Makro refuses to return even though i did take back within 14day they told me contact canon & over a period of months i am going back & forth

We did not receive our annual birthday vouchers, despite repeated attempts incl through Makro Crown Mines.
Please check:
1. Mrs Sarojben Modi Card No: 04811368
2. Mr Pradip C Modi. Card No: 50022244
We are both in the Pensioners age group (69)
Thank You

On Monday the 2 November the Samsung fridge we bought was delivered,when we opened the box the fridge had a dent.
We contacted the Makro 3rd November and where told it would be relaced 2 -3 days.
It is now more than two weeks and NO ONE has even contacted us back. We have phoned on numerous occassions and keep being promised that the query will be escalated and we will be contacted in 24 hours - this has never ever happend and still nothing !!!!
We have been given the reference numbers ( 1122318 and 1150575) but this is all meaningless as no one contactes you or has resolved the problem.
Where is your customer service as this is becoming beyond ridiculous

Tried calling cape gate store and I hold on for long periods of time without getting through. When I speak to customer service at headoffice they can't take my number and get cape gate to call me. Shocking customer service

In the advertisement it is stated that consumers will save R2000 when you pay R5999 for the Lenovo 39 cm (15.6”) IdeaPad S145 Intel Core i3 Laptop - this is not true. The normal price of a Core i5 is more or less R8999 and the price is normally anything from R4500 to R5000. This is a misleading advertisement.

Good day

As a regular customer to the Makro group I feel very disgusted at the treatment I’m getting from the Cape Gate Liquor Branch. The Shop manager over there treats me and my fellow assistants very badly.

I would like to speak to her superior as this is going on long enough. I had enough of her not being helpful and thinking she can talk to consumers as she wishes.

Also when I told I’m going to speak to her boss she said I quote “ I’m not scared of anyone so go and talk to them”

The person in question is Nicky If that her real name or what her surname is.

Kind Regards
Patrick Bernado
072 181 3454
021 976 9171

I have purchased a Philups Shaver in mid October 2020. I had a problem with tje shaver and yook it back to makro alberton. They said it cannot be refunded or exchanged as the dont fo this for shavers. .and that it will be send to the supplier for repairs.the supplier is Philips as it is a Philips brand. Upon recieving the shaver back i see that a company Skymark Electronics has repaired the shaver. On the repair report i does not state what was serviced but has been struck offf by a high liter. I charged the shaver for eight hrs .the shaver battery still goes low after one shave and the blade giude still goesin and gets stuck. The shaver still does not give a clean shave.

I called in this morning on the 0860 300 999 number but was cut off twice. I then tried the what's app option but it's not very interactive for complaints. I however sent through my complaint with pics but had no positive urgent feedback. I called in again and got through to Norma. That call was probably around 9:45 and I called from 0817065426. Please go and listen to that call before contacting me to understand why I'm upset. She even said I can go to social media if I like. No customer skills. No empathy. Started giving me attitude and stories instead of showing empathy and calming me down or apologizing for my experience thus far. I opened a can of First value mixed veg that was off and had an awful smell. I bought a case maybe 2 to 3 months ago if I'm not mistaken. I cant remember which store exactly I bought it from but its probably Silver Lakes, Centurion or Pretoria North. The one over the mountain. The expiry date on the cans is 2023 and production date is April 2020. I really wanted to bring it to the attention of Makro urgently so that you'll could ensure that the product is removed from the shelves if they are still on shelf. Too ensure that you can contain and resolve the matter asap in the best interest of all. Norma whole approach, attitude, tone and aura upset me even further and I asked to speak to her manager. After much regret, she put me on hold leaving me thinking that she was going to call her manager. After holding for about 5 mins plus I cut the call and called back. This time I got through to Talita. This call was around 10:00. Please listen to that call as well before calling me to understand my frustration. I really think that Makro needs to seriously review your Customer Care training processes. Talita showed no empathy, was rude and refused to let me speak to a manager as well. Eventually said that the manager was busy on another call and that I must go to the store. I could not understand why she could not take my number down and get the manager to call me back once he/she was available. She refused to give me a reference number for the call after asking her several times. She eventually took my number down to get the team leader or manager to call me which I'm still waiting for an hour and 15 minutes later. You must understand that I was upset because of my experience with the canned food being off and I was preparing breakfast for my wife and daughter. The smell from it almost made me throw up. I opened 2 cans just to mention. The first one was fine, the second was the problem. That's how I definitely know that it was off and had the most awful smell. Please send someone to my house now if possible to view and collect as well. I live in Pretoria east. I will be truly grateful if someone from senior management could contact me asap to discuss the way forward. I would like to be notified of the process of examining the product if it's still on shelf and doing a QC in all stores for the same product. I would also like to be notified about the call centre processes and staff and how you are going to ensure that the next customer has a better experience than I did. First prize right now for me would be if a senior manager could listen to those calls and then jump in their car and drive out to my home to meet with me in person. I hope to hear from someone soon. If not and if Makro feels that there is no sense of urgency and that this is not a serious matter, I will take the matter to the public via social media and by notifying the relevant food authorities. I leave this in your capable hands for now and hope and pray that we can resolve this amicably soon.

Kind regards
Rushay
084 880 2965

I bought a fridge in May from Makro Riversands , upon opening it, it had a stretch on the Silver lining, I contacted Makro immediately and I was told that someone from Samsung will come through for it, until today no one came instead the fridge has now stopped cooling,it's not working,I decided to go back to Makro on Friday morning , I spoke to a guy by the name Patrick and he told that he has contacted Samsung and the Fridge will be collected.The same day in the afternoon I recieved a call from a lady by the name of Nomthandazo, she advised me that the Fridge will not be collected instead they will be sending a technician only on Monday to come check out the Fridge. I am sitting here frustrated with a Fridge that is not working, I had to throw away all my food because it's rotten. I really do not know what to do.Can someone urgently contact me on 0738682443.

Good day, I bought a washing machine in end November 2019, this washing machine has now started giving me problems on Wednesday 28 October, I came in store at Pmb makro, amd informed then, I was told I would get a call from technical to come look at it within 48hrs it's now Sunday 01 November and have had no contact from anyone. This is totally unacceptable.