Hellopeter
Share Your Experience
JB
John B

1 reviews | Active since Oct 2012

05 May 2026, 11:25

Absolutely shocking service from Makro

Absolutely shocking service from Makro.

Order Number: OD***

I requested that my order be CANCELLED — it was ignored and still delivered. On top of that, the WRONG item was sent.

After multiple follow-ups, I was told to log a return. The incorrect item was collected on 29 April… and yet, I am STILL waiting for my refund.

I was even contacted and promised escalation and feedback — nothing happened. No email, no refund, no accountability.

Let’s be clear:

I ordered from Makro — NOT a third-party supplier I do NOT want to hear about your internal processes or procedures This is Makro’s responsibility, end of story

Because of this failure, I had to spend MORE money to buy the correct pressure cooker elsewhere, while Makro continues holding onto my funds.

This is unacceptable:

Cancellation ignored Incorrect item delivered Item returned Refund STILL not processed

I have now escalated this matter to the National Consumer Commission and will continue raising this publicly until it is resolved.

Refund my money. Immediately.

#Makro #BadService #ConsumerRights #SouthAfrica

0
Replies (6)
JB
John B's update06 May 2026, 15:10
Reviewer Update
This situation is completely unacceptable.
I can see that a refund has already been processed, however, there is no clarity on which account it was refunded to. This is especially concerning as I had already sent an email with the correct card details, yet the refund was processed without any confirmation with myself.
To make matters worse, the system now reflects that the refund will only be processed on 26 May — effectively a full month later — for an error that was not on my side.
This level of service is extremely frustrating, especially considering the slow response times. Receiving only one response per day is not acceptable given the urgency of this matter.
Please urgently:
  • Confirm which account the refund was processed to
  • Explain why the refund was processed without confirming my provided details
  • Clarify the reason for the delay until 26 May
  • Ensure that the refund is processed immediately to the correct account
Should you need to contact me, please call me on ***, as I am currently experiencing issues with my cellphone. I expect this matter to be resolved as a priority
JB
John B's update06 May 2026, 16:30
Reviewer Update
I am extremely frustrated with the handling of this matter, and once again, your response is unacceptable.
I explicitly requested that Makro contact me before processing the refund, yet this was ignored and the refund was processed without confirming my details.
I was contacted by Benjamin Alton, who repeatedly insisted that “correct processes” were followed. This completely misses the point — the issue is that an error was made from the start, and no accountability is being taken. His approach and tone were also unhelpful and added to my frustration.
I have now been told to approach my bank to recover the funds myself. This is not acceptable. The error originated on your side, and it is your responsibility to resolve it.
Please note the following:
  • I require confirmation of where the refund was paid
  • I expect Makro to take ownership of resolving this with the bank
  • I do not wish to be contacted again by the same consultant
At this stage, I am not interested in hearing about internal processes. I expect a clear resolution and accountability from your side. If this matter is not resolved urgent
JB
John B's update07 May 2026, 07:48
Reviewer Update
Can you please tell me, why refund will only reflect on 26th may - a full month later
JB
John B's update07 May 2026, 13:26
Reviewer Update
I have contacted the bank - and the bank cannot trace any money - and I see that you refuse to call me, as well as respond to me.
JB
John B's update08 May 2026, 17:44
Reviewer Update
Good day,
However, my concern still remains unanswered.
My issue is not simply the waiting period of 7–14 working days. The issue is that the refund was processed without confirming the correct refund/card details with me, despite me specifically requesting to be contacted beforehand and despite me already providing the correct details via email.
Yes, your consultant confirmed the “process,” but from one consultant to another, I continue receiving conflicting and generic responses, with nobody taking accountability for the actual mistake that was made from the start by Makro.
What is most frustrating is that the focus remains on explaining internal processes and procedures, instead of addressing the fact that the incorrect action was taken in the first place. Had proper attention been given to my request and details provided, this situation could have been avoided entirely.
Advising me to wait for funds that may have been processed incorrectly is not a resolution.
I again request that this matter be escalated to management or the relevant refunds department for proper intervention and accountability.
Please also note that, in terms of the Consumer Protection Act, customers are entitled to fair and responsible service, including proper handling and correction of supplier errors.
I require urgent and detailed feedback on the above concerns, not only a standard turnaround timeframe.

JB
John B's update11 May 2026, 11:17
Reviewer Update
Funds received....will never in my life, buy from you again.