Makro Breach of CPA: Non‑Delivery, Contradictory Information and Refund Still Outstanding

I am lodging a formal complaint against Makro for multiple breaches of the Consumer Protection Act (CPA) relating to Order OD***, placed on 14 January 2026.

Makro’s online system confirmed that the order had been processed, handed to the courier and scheduled for delivery on 16 January 2026. The product was never delivered.

Between 20–22 January 2026, I contacted Makro repeatedly. I received two escalation emails, yet no feedback was ever provided. I was later informed that the supplier was out of stock, directly contradicting earlier communication that the parcel had already been collected by the courier.

On 23 January, the order was cancelled and my refund (Refund Request ID: CR***) was approved. I was explicitly informed that the refund would reflect by 2 February 2026. It is now significantly overdue. Makro’s conduct violates several provisions of the CPA, including: - Section 54 — Right to timely performance and completion of services. - Section 41 — Prohibition against false, misleading, or deceptive representations. - Section 56 & 20 — Right to a refund within a reasonable time when goods cannot be supp****.

Makro has failed to: - Deliver the product. - Provide accurate and honest information. - Honour its own refund timeline. - Communicate proactively or resolve the matter despite multiple follow‑ups.

This has caused financial inconvenience, reputational embarrassment, and unnecessary stress, particularly as the purchase was intended as a gift.

I am requesting the following: - Immediate payment of my full refund. - Proof of payment. - Compensation for the delay and service failure, in line with the CPA’s requirement for fair and reasonable redress.

If this matter is not resolved urgently, I will escalate to the Consumer Goods and Services Ombud, the National Consumer Commission, and pursue recovery through Small Claims Court.