Loyal Makro Customer Let Down by Failed Delivery & Lack of Accountability

I am writing this as a long-standing and loyal supporter of Makro, which makes this experience even more disappointing and frankly unacceptable.

I placed a large online grocery order with Makro for delivery on 31 December, specifically for a family cultural event taking place tomorrow the 3rd January. Already, making an online order was frowned upon by my family as they did not trust that it would arrive on time. I insisted on the convenience of Makro, confident in the brand I have supported for years. Unfortunately, my family was proved right.

The delivery never arrived.

What has made this situation worse is that Makro took zero ownership of the issue. After multiple calls, I was left to act as the middleman between Makro and their courier, Value Express. Standard courier practice is to provide customers with tracking updates, I received nothing. No SMS, no email, no communication at all.

I only found out that Value Express was the courier after calling Makro today to follow up on my order. I was then given a contact number that does not exist, forcing me to Google the correct contact details myself wasting even more of my time. As Makro’s client, I should never have been put in a position where I am chasing down your service providers to ensure delivery.

When I finally got hold of the courier, they advised they could only commit to delivery at 4pm today, which was far too late. Given that this is a cultural function where cooking needed to start by midday, we could not take the risk of the groceries not arriving. As a result, we had no choice but to repurchase all the required groceries, incurring an unexpected and significant additional expense.

I then contacted Makro to cancel the order, only to be told: • The cancellation decision will take 24–48 hours, and • If approved, the refund can take up to 14 days to process.

This is unacceptable.

I am livid and beyond disappointed. As a valued and loyal Makro customer, I expected accountability, proactive communication, and customer protection none of which were demonstrated. Instead, I was left stressed, embarrassed in front of my family, financially strained, and unsupported during a time-sensitive and important family event.

Makro needs to seriously reassess: • Their courier partnerships • Their escalation and ownership processes • How loyal customers are treated when things go wrong

I hope Makro management takes this complaint seriously and resolves this matter urgently.