Beware Pathetic

I placed and paid for an online order on 16 August 2026. The order remained stuck on “Order Confirmed” with no meaningful communication.

After I complained, Makro phoned me and made assurances that the matter would be investigated and resolved. Despite this, communication stopped again.

I followed up repeatedly and even escalated the matter to senior management. The responses I received were largely generic and focused on the promised delivery date of 27 August, rather than addressing my actual complaint.

Then, on 27 August — the promised delivery date — Makro cancelled my order, claiming that they were experiencing difficulties with their supplier. I was told that my refund would take a further 3–7 business days.

What makes this even more concerning is that the exact product I ordered was still actively listed on Makro’s website. If the product was supposedly unavailable due to supplier difficulties, why was Makro still advertising and offering it for sale?

I paid Makro in good faith and received no product, no meaningful communication, and ultimately a cancelled order after waiting 11 days.

This is not the level of customer service I would expect from a company of Makro/Massmart’s size.

I have retained the order details, correspondence, telephone history and screenshots of the product listing. I will be taking the matter further with the relevant consumer authorities.

Very disappointing experience. I would strongly encourage customers to think carefully before relying on Makro’s online ordering service.