Disgust

To whom it may concern

I write this email to you in a state of utter disappointment,disgust irritation and disbelief.

On the 27/12/2025 I visited the Makro branch in Ottery, upon entering the store everything seemed fine. I went upon my desire to buy a few items I had seen on promotions and whatever else caught my eye. Note that I am not in the store alone I also brought along my family of four and then my cousin and her daughter.

As we are finalising our shopping we head to the till to finalise our transaction. The cashier proceeds to ring up the sale,the cheese we have scans as the incorrect price l,she indicates that she needs the supervisor to override. As soon as this happens I indicate that I would like to use the pay PayJustNow option. Bear in mind I’ve used this at Makro before. However this time around this was the worst experience ever. First the machine is not generating the QR code. Upon calling the supervisor the cashier then informs me that they have been experiencing issues with PayJustNow for the past week and sometimes it works and sometimes it doesn’t. Eventually the supervisor comes and assists but every attempt is a failed attempt. After a few attempts I had ask if the transaction can’t be transferred to another till point as there were other clients using payJustNow and successfully paying for their goods.

I spent 2 hours in the store at a till point with no staff member able to provide an adequate solution. Eventually on the last attempt the finds were removed from my account the transaction showed completed on PayJustNow but not with Makro…this is where everthing turned to utter chaos. The supervisor Shariefa don’t know what she was doing,you could see her spiralling out of control. She dint know who to contact to resolve the issue and proceeded to inform me that the matter was out of store control. When I asked for a manager which I feel she should’ve recommended earlier in the chaos….she then called a women by the name of Felicia Arendse…oh my what an unpleasant women…and mind you I know she’s worked for Makro for years but she had absolutely no manner of speaking to clients and had the nerve to call me rude and threatened to call security on us…the cherry on the cake here is she isn’t even a floor manager. The floor managers were all off and she was the only one on that level that could present herself. What utter nonsense. Like why have staff on duty and no one that can actually attend to a customers needs. Then what was even more frustrating is that the till point area is so called either from the open doors or an aircon. On this 2 hours I stood there with my four month old I had to breastfeed him twice while standing there. My 4 year old and 9 year old were hungry and nagging. Us as adults were freezing and none of the staff would acknowledge or try to help the situation. I find it very unprofessional and ********* for staff who provide a service to blatantly tell a client the matter is not a store matter PayJustNow is a service provider and there’s nothing we can do about it. Why was there no direct line to call PayJustNow for assistance? Why after a transaction shows complete on the clients app do you as Makro not have a manual process that you follow? I have a lot of whys and as a big company like yours there should be ways around this,this is disgusting.

I stood in that store and I had to embarrass myself trying to get someone to listen to me. Eventually I had to send my baby out after the two hours as he was freezing cold after I had no choice to breastfeed him there. Shariefa left to send an email to PayJustNow this took her a good half an hour to do and with no communication to myself as the client. Eventually when she sent the email and Cc’d myself it was as found that she sent the email from a staff member’s email address go wasn’t even on duty…is this even legal? How does she have access to another staff members email account. At the end of it all I left the store with no groceries but the money was out of my account and the PayJustNow order complete.

What was also a very distressing request was when Paul asked me to send/log a call with PayJustNow. If I’m in store and the matter lies with Makro not receiving a purchase confirmation or whatever you want to call it why did it become my problem. And also when Shariefa called IT they eventually told her PayJustNow said she can try again…so how did IT get hold of PayJustNow but the store couldn’t?

This is disgusting,disappointing and unprofessional service. I now have to struggle with back pain and leg pain from standing in that cold for 2 hours bearing in mind I gave birth 5 months ago and my body can’t handle extended pain.

I want answers