Bad customer service support

I am extremely disappointed with the service I have received regarding my order (OD***).

I returned a lawnmower on 23 February 2026 and defective AirPods on 25 February 2026, both collected by couriers arranged by Makro. However, due to a lack of clear coordination, the items were incorrectly swapped between Makro and its marketplace.

Despite this error, I was refunded R111 for the AirPods, yet the lawnmower refund remains outstanding. I continue to be told that the item is “still with the marketplace” and that an exchange must first be completed before a refund is processed. This explanation is unacceptable given the time that has passed.

What is even more concerning is that the AirPods — which were already refunded — were delivered back to me on 25 March 2026. This completely contradicts the explanation that the marketplace has not yet received the returned items.

For weeks, I have had to follow up myself, receiving no proactive communication from Makro. Each time I enquire, I am given a new reference number instead of a resolution. This reflects poor internal coordination and a lack of accountability.

This delay has directly affected me, as I urgently need the lawnmower refund to purchase a replacement. My yard has been left unattended due to this unresolved matter.

I request the following as a matter of urgency:

- Immediate confirmation of the status of my returned lawnmower - Resolution of internal discrepancies between Makro and its marketplace - Full refund of the lawnmower without further delay

If this matter is not resolved promptly, I will have no choice but to escalate it further.

I expected better service from a company of Makro’s size and reputation. This experience has been extremely disappointing.