I purchased an LG Brand 11 Piece Cast Iron Cookware Set on Makro Marketplace for R1,550

Good Day Kindly note that your query has been escalated to the relevant department to investigate the reason for the cancellation. We are still awaiting feedback and will provide you with an update as soon as we receive a response.We sincerely apologise once again for the inconvenience caused and appreciate your patience.
Kind Regards.
Omni Customer Care
Strategy & Transformation
M: +27 (0) XX *** ***X


Sent: 11 June 2026 13:06Subject: Re: [EXTERNAL] Re: Order Number - OD***CC:***,***

CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec.Good day,

The above-mentioned matter refers.
I respectfully request clarity regarding Makro/Massmart’s position in relation to this complaint.
My understanding is that Makro/Massmart is a participant in the Consumer Goods and Services Ombud scheme and, as such, would ordinarily engage in the dispute resolution process with a view to resolving consumer complaints amicably where possible.
Since this matter was escalated to the CGSO, I have furnished Makro with a detailed complaint setting out my concerns and the relief sought. However, despite several follow-ups, I have not received a substantive response addressing the issues raised, nor have I received any indication that Makro is willing to engage in meaningful discussions aimed at resolving the matter.
The responses received to date have largely repeated that the item was supp**** by a third-party seller and that the order was cancelled due to stock unavailability. However, the concerns raised in my complaint regarding the reasonable expectation created by the confirmed order, the prejudice suffered, and the fairness of the outcome have not been substantively addressed.
In the circumstances, I once again request that Makro confirm its position regarding this matter. If Makro intends to engage in the CGSO process and explore a possible resolution, I would appreciate a substantive response to my complaint.
Alternatively, if Makro does not intend to engage further or does not wish to pursue resolution of this dispute through the CGSO process, kindly confirm this position so that the Ombud may take note thereof and I may consider pursuing any further remedies available to me.
I would appreciate your urgent response herein.
Regards,

On Fri, 05 Jun 2026 at 10:28, wrote:Good day, The above-mentioned matter refers. Please note that I have not received a response to my emails.Please urgently respond to my emails or advise if you do not intend to resolve this matter. Regards,
On Thu, Jun 4, 2026 at 11:44 AM wrote:Good day MsThank you for your email.I will await urgent response of the relevant department.Regards,
On Wed, Jun 3, 2026 at 4:16 PM Marketplace Customer Service <***> wrote:Good Day Tsholofelo Hope this email finds you well.
Please note that your query has been escalated to the relevant department for further assistance.
We will provide feedback as soon as we receive an update. Warm RegardsMarketplace Customer Services
From: Marketplace Customer Service <marketplace.customerservice@massSent: 03 June 2026 14:06Subject: RE: [EXTERNAL] Re: Order Number - OD***Good Day Outbound Hope this email finds you well.
Please advise why the order was cancelled. The customer would like to understand the reason for the cancellation, as the item is still displayed as available on the website.
Your assistance will be highly appreciated. Warm RegardsMarketplace Customer Services

Sent: 03 June 2026 10:06Subject: [EXTERNAL] Re: Order Number - OD***CC:,***CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec.
Good day,
The above-mentioned matter refers.
Please note that I have not received a response to my emails.
Please urgently respond to my emails.
Regards,
On Mon, Jun 1, 2026 at 9:33 PM wrote:Good day,

The above-mentioned matter refers.
Please note that I have not received a response to my email below.
I have furnished Makro with a detailed complaint setting out my concerns and the basis thereof. To date, I have not received a substantive response addressing the issues raised or any proposal aimed at resolving the matter.
I respectfully submit that the purpose of the CGSO process is to afford the parties an opportunity to engage meaningfully and attempt to resolve disputes amicably. Unfortunately, the responses received thus far have failed to address the substance of my complaint.
I therefore request that Makro urgently provide a substantive response to the issues raised in my correspondence.
Alternatively, if Makro does not intend to resolve the matter or engage further in the CGSO process, kindly confirm this position so that the Ombud may note the same and I may consider referring the matter to the National Consumer Commission for further consideration.
I look forward to your urgent response.
Regards,
Fri, 29 May 2026 at 16:56, wrote:
---------- Forwarded message ---------
From:
Date: Fri, 29 May 2026 at 16:55
Subject: Re: Order Number - OD***
To: Marketplace Customer Service <***>
See attached screenshot ASW has stock. Please explain why you not being honest.Regards On Fri, 29 May 2026 at 16:48, wrote:Good day
Thank you for your response and clarification that the cookware set currently available on the Makro platform is being sold by a different seller, namely JADOON, and not the previous seller, ASW.
While I note the explanation provided, my concern remains that as a consumer I re**** on the representations made on Makro’s platform at the time of purchase that the item was available for sale. I successfully placed the order, payment was processed and the order was thereafter confirmed, thereby creating a reasonable expectation that the transaction would be fulfilled.
I respectfully submit that any stock management or inventory synchronisation issues between Makro and third-party marketplace sellers constitute internal operational matters for which consumers should not reasonably be prejudiced.
Although I acknowledge receipt of the refund, I nevertheless remain inconvenienced by the cancellation of a confirmed order and the fact that I am now unable to purchase the cookware set at the original confirmed purchase price of R1,550.00.
As previously indicated in my complaint, I remain concerned that the manner in which this matter was handled may not accord with the spirit and purpose of the Consumer Protection Act 68 of 2008, particularly Sections 29, 41 and 48 relating to misleading representations and unfair or prejudicial conduct towards consumers.
I trust that the above clarifies my position and I will await further engagement through the Consumer Goods and Services Ombud process.
Regards,
Order Number: OD***
On Fri, 29 May 2026 at 16 wrote:Please peruse my complaint and I expect each aspect to be addressed. Also please call and this time please don’t blind dial as the call rang for a second.
Regards, On Fri, 29 May 2026 at 16wrote:Good day,
And so ? On Fri, 29 May 2026 at 16:34, Marketplace Customer Service <***> wrote:Good day

Trust are well.

Please note that the available item is now sold by the different seller (JADOON) at different price, the order is no longer available by the previous seller (ASW) with the previous amount. Kind RegardsMakro Marketplace Customer Service