Extremely Poor Service from Makro Online – Missing Parts and Endless Delays

I bought a gaming chair from Makro Online as a Christmas present for my son. Unfortunately, the chair was delivered with missing parts. I contacted Makro to request a replacement or the missing parts, but was told that my only option was to log a return, which I did on 29 December.

I was informed that for faster processing, I could return the item to my nearest Makro store. I took the chair to Makro Strubens Valley, where I was told the return could only be processed after 13 January, once the supplier resumed operations after the holiday break.

On 13 January, I followed up with Makro, and the call center agent assured me that the matter had been marked as urgent and escalated. However, no communication or updates followed. I called again on 18 January, only to be told the same thing: "It has been escalated and marked as urgent." This pattern continued when I called again on 21 January, with the same promise of urgency and escalation, but no action.

At this point:

I have paid for the product in full. I do not have the gaming chair or a refund. Makro has failed to provide any meaningful assistance, leaving me in a state of complete frustration.

Every interaction with Makro's call center feels like déjà vu. The agents repeat the same promises, but nothing changes. I cannot speak to a manager, and no one will provide me with contact details for someone who can truly assist. I’m left powerless, with no clarity on when or if my issue will be resolved.

This experience has been unacceptable. Makro’s service has been unresponsive, inefficient, and dismissive. As a customer, I feel ****med, as my money has been taken and my issue ignored. I’m sharing this experience as a warning to others considering shopping online with Makro. You might be better off choosing more reliable platforms like Takealot.com.

I am at a loss for what to do next. If anyone has advice or knows how I can resolve this issue, please let me know.

Makro, I expect immediate action and a clear resolution to this problem. At the very least, I deserve a refund or a functional replacement for the product I purchased in good faith.