Makro Customer Service

I ordered two bedside tables from Makro at the end of June. The order was delivered within approximately eight days; however, when the order arrived, one of the bedside tables was damaged.

I logged a return through Makro’s online portal on the same day. Shortly thereafter, I contacted Makro by telephone to update the return, specifically to ensure that both bedside tables would be collected. I was advised that the return had been updated and that I should hand both items to the courier when they arrived. I followed these instructions and handed both bedside tables to the courier.

Despite this, I was only refunded for one of the items.

It has now been approximately two months, and I have been repeatedly contacting Makro, often every second day, in an attempt to have the outstanding refund processed. During this time, I have made numerous calls, provided the requested documentation, repeated the same information to different agents and followed up on multiple occasions.

I have repeatedly been told that the matter has been escalated, only for there to be no subsequent communication or resolution. I then have to contact Makro again myself to request an update, often finding that no meaningful progress has been made. I have also had to repeat steps and provide information that I have already supp****.

This situation has been extremely frustrating and has required a significant amount of my time and effort to resolve an issue that arose due to an error in Makro’s handling of the return. I followed the instructions provided by Makro, both items were collected by the courier, yet I have still not received the refund for the second item.

The original purchase was made at the end of June/early July, and we are now at the end of August. Two months later, I am still having to chase Makro for a refund that should have been processed when the returned item was received.

I am therefore requesting that this matter be resolved urgently and that the outstanding refund for the second bedside table be processed without any further delay. I would also appreciate written confirmation of when the refund will be made, rather than another escalation without a clear resolution or timeframe.

I have been more than patient throughout this process, and I do not believe it is reasonable for a customer to have to spend two months repeatedly calling and following up to obtain a refund for an item that was collected by Makro’s courier.

I expect this matter to now be resolved as a matter of urgency.