A Nightmare experience with Incorrect Delivery and Abysmal Customer Service

Makro Review: A Frustrating Experience with Incorrect Delivery and Poor Customer Service

I ordered a Dunlop Tyre from Makro on 27 November 2024. However, on 1 December 2024, Makro delivered the wrong size tyre—larger than what I ordered.

When I tried to return the incorrect tyre through Makro's online return function, the system did not allow me to proceed, stating that the return had to be approved first. A lady at the helpdesk, Phendulwa, promised to assist me in logging the return and to try and replace the incorrect tyre with the correct one. We communicated via email on 2 December 2024, and I sent her a photo of the incorrect tyre. She promised that the pickup for the wrong tyre would happen on 5 December 2024, but no one arrived. On 6 December, when I phoned again, I only then received a return ticket number.

I made numerous phone calls, only to be told by Makro customer service that the issue was in hand with a third party. They apologised for the inconvenience and assured me that the issue would be escalated. I was even told at some stage that the request was closed. I was repeatedly transferred from one person to another, with no one taking responsibility for resolving the issue. No one at Makro ever followed up with me or tried to fix the problem.

Finally, on 18 December 2024, the wrong tyre was picked up. I was originally told I would receive my refund within 7 to 14 days from the day the return was approved by Makro (which happened on 6 December). It is now 20 December 2024, and there is still no sign of my refund.

In the meantime, my family and I still have to drive around with an unsafe tyre, as Makro apparently does not care for their customers, as they have proved to me this last month.

If I was able to rate Makro lower than 1 I would have.