If This Is The Makro Mood, Then I Don't Want It

Sitting in my bedroom, specifically on my bed when I should have been sitting on my sofa, I find irony in having been a professional writer and yet having to write this review for free. Jokes aside, if you're looking to purchase anything from Makro, please stay tuned because the story is as disappointing as you'd think.

On 25 January 2026, my partner and I made the decision to purchase a sofa from Makro. At the time, it was set at such a huge discount, and so, after a short discussion and quick check of our finances, we decided to make the mistake of purchasing the sofa. Interacting with their app was easy and before we knew it, we had put the finances down on the sofa. Our expected delivery date was for Wednesday, 28 January 2026 which we were okay with. Remember, this is all happening on Sunday evening. On Tuesday evening, my partner checks his phone only to discover that we had made a mistake with the address. In that moment, he quickly sent in an email to rectify the issue. It was at this point that we noticed that our sofa was "stuck" on the order placed section; however, we didn't pay too much attention to that considering that these things aren't always accurate.

It's Saturday, 31 January 2026 now, and we still haven't received a response to that email other than a reference number. Nonetheless, on Wednesday, 28 January 2026, my partner decided to call Makro to quickly rectify the issue but also enquire about where our sofa was due to its status. During this call, we were told that the courier service, which we now know to be Value Express, was fully aware of the issue and that we'd receive a confirmation SMS when they had picked it up. After this call, my partner made additional calls to try and see where our sofa was due to us not receiving the so-called "confirmation" SMS. Having called multiple times, we spoke to different people who then went on to give us different information regarding the address change. One advised that we cancel the order, while another said that they would escalate the issue and we'd need to wait between 24 and 48 hours prior to us receiving a response.

Witnessing this, on 29 January 2026, I opted to conduct my own little investigation where I found that I wasn't the only one. In fact, there was an individual who turned to this very platform to speak about their own experience with Makro. A little while later, I made the decision to research my options, and I opted to write an email to their customer care explaining the situation and stating that I needed answers. This individual was able to assist with the address correction; however, they stated that my couch would arrive today. Waking up this morning, I made the decision to call in, considering that my trust had already been broken, and make sure that we were really going to receive our couch today. On the call, I discovered that I had not only been **** to once again, but we were not going to receive our couch today. In fact, we would "probably" be receiving it on Monday or Tuesday.

For some, they may question why this is a big deal because it's only been a few days; however, there have been so many inconveniences surrounding this couch. Firstly, my partner had to work from home to ensure that he'd be here when the couch arrives. Secondly, we had been told that Makro staff would get back to us, and they never did. Instead, my partner and I have been running after them this entire time. Thirdly, we are constantly being told incorrect information by staff who are meant to offer us assistance.

What Makro is doing to its customers isn't just wrong; it's unacceptable. I refuse to believe that this is how customers should be treated. There should be uniformity in responses, and staff should be adequately trained to deal with customer complaints while offering guidance that aligns with company policies and procedures. Additionally, Makro needs to work on taking accountability instead of constantly offering apologies as if those will resolve customer issues. To say I am disappointed would be an understatement.

If you're thinking of making your next purchase with them online, please do reconsider, as any small issues will be dealt with with the highest level of negligence. You will be given incorrect information, and you'll need to constantly conduct follow-ups even if they say they will "get back to you". It isn't worth it and it will never be worth it.

I've since recorded two calls and kept all information given to both my partner and me in case I need to take this a little further than it actually needs to be.

For a company that's been in business for more than 50 years, they WILL let you down.