Avoid Makro online: This is *not* the same as Makro stores. Marketplace model

• 12th December 2024: We placed an order for a standing fan retailing for R1,400. The delivery arrived quickly, however the wrong item was delivered. We received a table fan worth half of what we paid at R750 (found the incorrectly delivered item and price on Makro). • 18th December 2024: We requested a collection and refund • 22nd December 2024: No update from Makro and we phoned the call centre. They said someone would be in touch within 48 hours Now appreciating this is the Christmas period....we were patient and decided to reach out in the new year.... • 7th January: We emailed Makro and received an email on the 8th informing us suppliers are only back online on the 13th Jan • 13th January: No update and we followed up via email • 16th January: No update and we followed up via email. Later that day a courier arrived to collect the fan. No notice, no checking if we'd be home. No proof of collection provided.... • 21st January: No update post collection and we followed up via email • 26th January: No update and we followed up via email

We are now on the 28th January and have yet to receive any correspondence on the refund from Makro.

From the 18th December 2024 to 28th January 2025 is 27 working days. Excluding the Xmas break and supplier return on the 13th Jan, 12 working days.

The only email received aside from the update on 8th Jan are requests to rate the agents that haven't rep****. Assuming they are simply closing tickets on their side....as we don't know who they are?

Makro Online is not the same as the store. You cannot take the item back to your nearest Makro. They also have a marketplace model meaning 3rd party suppliers sell using their website, so you are not even purchasing a makro product. This means the reverse logistics is a nightmare with them being reliant on a random supplier to organise collection and process the refund.

Avoid. Zero customer experience.

P.s can someone please let us know when to expect the refund? Reference shared in the form on review submission.