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Meg H

1 reviews | Active since Mar 2025

12 Mar 2025, 09:39

Let Down by Makro - Our Non-Profit Deserves Better!

We placed a large order with Makro on 25 February 2025, consisting of normal office consumables and stock for our tuck shop, which we rely on for income generation for our non-profit organization. We received confirmation that the order was dispatched on 27 February, but to date, we have not received our order.

We have followed up multiple times via emails and phone calls, but to no avail. Despite our repeated requests for call-backs and updates, not a single response has been forthcoming. As a result, we have been forced to place additional orders to ensure sustenance for our hardworking staff—expenses that were not budgeted for and have put significant strain on our limited resources.

Today, after waiting far too long, we decided to cancel the order and were informed that our refund of over R10,000 would take 7 to 14 business days to process. For a non-profit organization, especially in these challenging economic times, that amount is substantial and cannot be written off as just a loss or delayed!

We have been loyal customers of Makro for many years, regularly shopping with the brand. Yet, we are being treated as just another number—no sense of urgency or respect for our loyalty.

COME ON, MAKRO! Treat your loyal customers with the respect they deserve. We shouldn’t have to chase you to fulfill orders that YOU profit from—it should be the other way around!

You seriously need to reconsider your courier service. It is unacceptable to dispatch orders and then wash your hands of the responsibility just because they are in the hands of the courier. This is not how you do business, and it is certainly not how you maintain customer loyalty.

We urge you to take accountability, resolve this issue promptly, and implement changes to ensure this doesn’t happen to other customers. We deserve better, and so do all your other long-time supporters.

Disappointed and Frustrated!

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Replies (1)
MH
Meg H's update18 Mar 2025, 09:37
Reviewer Update
On 12 March, I shared my disappointment regarding a large order placed on 25 February. This order was crucial to our non-profit organization, providing essential supplies for our operations and fundraising efforts. After receiving dispatch confirmation on 27 February, we have now endured a prolonged wait with no delivery in sight.

Despite countless follow-ups via both email and phone, there has been no firm response from Makro, or any attempt to assist with escalating this matter. Our repeated requests for updates have been utterly ignored, forcing us to make unexpected additional purchases to ensure we could sustain our staff and raise much needed funds. This has created a significant strain on our already limited resources.

Just when we thought the situation couldn't get worse, we decided to cancel the order on 12 March, expecting a refund of over R10,000 to follow. Instead, our refund request has faced unnecessary delays, and we were informed it could take 7 to 14 business days to process. For a non-profit organization like ours, this amount is substantial and impacts our ability to function effectively.

What’s more perplexing is that after we officially canceled the order, Makro attempted delivery today. It feels as though they are deliberately avoiding our refund, trying to pressure us into accepting an order that we no longer need. Following our cancellation, we swiftly placed an order with a competitor and received a complete delivery in under 24 hours—proof that reliable service exists.

Adding insult to injury, Makro's social media team responded to our initial complaint without addressing the logistical nightmare and customer care issues at hand. This disconnect between departments is astonishing and raises serious doubts about their commitment to customer satisfaction.

It appears that Makro is taking advantage of non-profit organizations like ours during these economically challenging times. We deserve better treatment, better communication, and, most importantly, our refund processed without delay.

I urge Makro to take swift action to rectify this situation. We are not just another number; we are loyal customers doing our best to make a difference. It’s time to prioritize accountability and service. We want our refund today!

Disappointed and Frustrated, Again!