Makro Bad Service for outstanding refund and urgent resolution needed.

Item: Makro
Rating: 1
Author: Otlotleng M

I am addressing a refund issue for items ordered from Makro online in May 2024, which has yet to be resolved despite numerous follow-ups and sharing of personal banking information as requested. Below are the details of the transactions requiring correction:

Order No. MAK***

1. Russell Hobbs 6-Piece Classique Non- Stick Cookware Set • Quantity Ordered: 2 @ R999 each • Status: Canceled and refunded • Refund Received: R1998 (correct) 2. Russell Hobbs Royal Breakfast Pack • Quantity Ordered: 3 @ R899 each • Quantity Received: 2 • Refund Outstanding: 1 unit @ R899

Order No. MAK***

1. Primaries 33 x 110cm Mesh Top Ironing Board • Quantity Ordered: 5 @ R599 each • Quantity Received: 4 • Refund Outstanding: 1 unit @ R599

Since June 2024, I have continuously informed Makro that I only received a refund of R1998, but I am still owed R1498 for the items listed above. I was advised that Makro could not verify the transactions on their end and was asked to provide my bank statements. Despite sharing statements from May 2024 onward and highlighting the relevant transactions, my refund issue remains unresolved.

I have reached out multiple times and corresponded with the following representatives: • Natasha Sekhosana • Ricky Ndotoni Malalu • Degratia Thubakgale • Karabo Motsubele • Thapelo Khoza • Refilwe from the National Contact Centre

Despite these efforts, I have not received the outstanding refund of R1498.

I kindly request your immediate attention to this matter, as I have already provided all requested documentation. Given the time and effort spent, I would appreciate it if you could process the outstanding refund promptly.

Helpful (0)

Replies (2)

Otlotleng M's updateReviewer Update

25 Nov 2024, 15:17

I rest my case. From June 2024 and the year is almost finished without anything resolved. Can you guys not see that you haven’t paid me for my refund or don’t you have any system at all to check your transactions. This is so frustrating that a company as big as Makro cannot sort out a simple thing like this one. You asked me to produce my personal bank statements to you but you still can’t resolve. It’s either you paid me or you didn’t pay me and surely if you didn’t pay me I should be paid by now. Do you know which one is it? It’s been 5 months!!

Otlotleng M's update25 Nov 2024, 15:17

Reviewer Update

Otlotleng M's updateReviewer Update

28 Oct 2025, 20:09

I am extremely disappointed with Makro’s online service. I have been waiting for my refund since 2024, and despite numerous follow-ups via email, phone calls, and in-store visits, there has been no proper resolution. I even escalated the matter to the Consumer Goods and Services Ombud, after which I finally received a partial refund of R899 on 19 September 2025. However, I am still awaiting the remaining refund of R599. It is completely unreasonable and unacceptable that Makro would process only part of a refund and then go silent about the balance. Under the Consumer Protection Act, a supplier is obligated to process refunds promptly once a return or cancellation has been approved.
This ongoing delay, spanning more than a year, shows gross inefficiency and disregard for customers. I expect immediate action to resolve this matter and the remaining amount to be refunded without further excuses.
This is just Pathetic Online Service and Violation of Consumer Rights.

Otlotleng M's update28 Oct 2025, 20:09

Reviewer Update