Don't buy from Makro Online *******

STAY AWAY FROM MAKRO ONLINE PURCHASES- THEY ARE ******* !!!!!!!!!!!!!!!!!!

Sent: Tuesday, 15 July 2025 14:43 To: '***' <***> Subject: COMPLAINT- 3 WEEKS AND COUNTING- STILL NO REFUND / ORDER- Ref 10STV Importance: High

Good day Mr Molapo

I am not sorry to bother you with my issue, because nowhere in your (Massmart/Makro) system is there any way to speak with anyone who can give me an answer or a commitment as to when my query/issue will be resolved.

I cannot get hold of any team leader at the call centre, albeit the fact that 3 times I was told that a team leader would be in contact with me soon. It has been 3 weeks and counting, and no callback whatsoever.

What I can say is this, your call centre staff has been exceptionally well trained to say “Sorry Sir, we do apologise for the delay and we are very sorry for your inconvenience”. Other than that, there is nothing for the consumer other than FRUSTRATION!

I am a business owner myself, very insignificant in size compared to Massmart, but the principle of “Customer service and satisfaction” remains every business’s biggest ideal. If this is not so, said business will collapse and implode eventually. Why? Because happy customers speak out, word-of-mouth remains the best form of adverti*****t, and unhappy customers SHOUT out their dissatisfaction to all the world to hear. This results in negative connotations towards said shop/business. And this is true for ANY brand.

Anyway, my issue is this. 3 weeks ago, I ordered an Apple iPhone for my daughter online at Makro. details below). I went through the whole process of ordering and paying. After paying, the web page did not revert to Makro’s website and kept hanging. In the meantime, my bank app has confirmed that the R9999.00 has been dedcucted from my bank account. After an hour, I logged in on my Makro profile, checking my order. It reflected that the order was pending bank confirmation. I left it at that, and the following day, I checked in again, but the payment was still unconfirmed, although my money was out of my account, and still is! I contacted the online call centre (26th June) and they asked for the PoP for the order, a copy of my ID and proof of banking details so that they could verify my transaction and refund my money. I sent all the required documents and they have acknowledged the receipt thereof. (26th June with ***)

It has been nearly 3 weeks and still counting, but NO refund, NO telephone call and NO email to say, “Sorry sir, we do realize you have been waiting very long for the refund, but our processes is slow, but we will have your money refunded by tomorrow/next week/or by the end of the month”. NO feedback is given to me via email or by any call centre agent!

In the meantime, my R9999.00 is lying in your account, earning interest, and my daughter’s birthday has come and gone, without her present, which is currently also out of stock on your online platform. Meaning that I will have to look for another unit to buy when I eventually do receive my money.

This is NO way to treat customers.

I am extremely unhappy with the lack of acknowledgement for my issue and for your internal systems and the fact that after 3 weeks of nagging, making 7 hours worth of calls to your call center – not mentioning my airtime spent and the hours that I could have productively spent on something significant, other than waiting for someone to speak with me and discuss my issue, and not just apologising to me. Which obviously did not happen, hence my complaint to you.

At least, design a way for me to get hold of someone with authority in your business, that I can discuss my issue with and who can designate a manager or someone to inspect and evaluate your employees and their work ethic, which I do believe is very low on the charts.

My online shopping experience has been extremely negative, and even if I am just an insignificant customer to your staff and given that your processes were designed to minimise my contact with problem-solving personnel, I will SHOUT out my thoughts about Makro, to each and every person and on each and every platform available.

I do trust that my letter will receive your attention and that my query will be investigated and the issue resolved at the soonest.

With kind regards Norman Wait