Hellopeter
Share Your Experience
DL
David L

1 reviews | Active since Oct 2012

12 Jun 2025, 14:05

Makro expropriating my money.

On 5 May I purchased a printer online and payment of R5000 went of my account immediately.

Next day when I checked online, and the purchase was cancelled by Makro, reason unknown to me.

I immediately phoned and inquired and was informed that I would be refunded soon.

After this I phoned weekly and each time I was informed that it would be escalated to the finance department. Two consultants even told me to basically stop complaining and to just wait.

After phoning last week again, I received the following email: ------------------

Good day Mr. I hope this email finds you well.

I'm sending this email to reassure you that your query regarding the refund for the above-mentioned order is being tended to. As explained yesterday that this particular query is one of many similar queries raised by our customers and we are doing our utmost to resolve them. Please bear with us as we continue to get it resolved. My apologies for any inconvenience caused. Thank you. ------------------

After this I had hope because this consultant sounded as if he realy was interested in assisting.

It is now 8 days later and still no refund. I have thus been waiting for over 5 weeks for my refund and if you read the email it seems that it is happening to many customers.

I have always been an avid fan of Makro, but this whole experience has left a very sour taste in my mouth.

Is there anyone at Makro who has any authority to resolve this issue?

0
Replies (6)
DL
David L's update24 Jun 2025, 12:37
Reviewer Update
This is the reply I received from Makro:
-------------------------------------------------------------
iMakro’s reply
David,

We sincerely apologize for the inconvenience and frustration you have experienced regarding your refund for the printer purchase on May 5th.

We understand how disappointing this situation has been, especially given your long-standing support for Makro.

We want to assure you that your query is being taken seriously. We have escalated your case to our finance department once again and requested urgent attention.

We are aware that this issue has affected several customers, and we are working diligently to resolve it as quickly as possible.

We understand that you have been patient for over five weeks, and deeply regret the delay.

Please rest assured that we are doing everything in our power to expedite your refund.

We will personally follow up on this matter and keep you updated on the progress.

Thank you for your understanding and continued patience.

If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

Best regards,

The Hellopeter team
Makro SA
A Division of Massmart Holdings Limited
Contact Number: ***
WhatsApp: ***
Support Email: ***, ***
--------------------------------------------

Today is the 24th of June and I still have not received my refund. It seems Makro just does not care about anyone.

I guess it is now time to try and get Wendy Knowler involved.
DL
David L's update25 Jun 2025, 17:54
Reviewer Update
Makro Reply:
--------------------------------
Hi David.

Please be advised your query is with the relevant department & we are awaiting feedback.

Kind regards
------------------------------

This reply is the same as the one you gave on 12 June. Today is 25 June. So nearly 2 weeks later and still waiting for feedback? Am I being pranked.
DL
David L's update26 Jun 2025, 16:12
Reviewer Update
This was Makro's reply:
---------------------------------
Makro’s reply26 Jun 2025 at 12:05Hi David.

Yes , we are still awaiting feedback.

Kind regards
Hello Peter Team
---------------------------------

Absolutely pathetic. Basicaly telling me to sod off. Wow, what a company. Can not believe that the parent company is from the USA. Over there, they would not accept this kind of service.
DL
David L's update02 Jul 2025, 11:38
Reviewer Update
Not good enough. Apologising doesn't fix the issue. Just give me back my money.
DL
David L's update20 Jul 2025, 17:27
Reviewer Update
Good day. Due to the non-existent customer care from Makro, I have sent the following email and plan to take the action as per the email:
---------------------------------------------------------
***
CC: ***,
***

FOR ATTENTION: Brian Leroni, Senior Vice President, Massmart Corporate Affairs.

I am writing to express my extreme dissatisfaction regarding a refund I have been awaiting from Makro Online for nearly three months. Despite numerous calls and emails, this issue remains unresolved.

It is unacceptable that a refund process could take this long.
I intend to pursue this matter further by taking it to the small claims court this week, naming Brian Leroni, Senior Vice President, Massmart Corporate Affairs, as the respondent.
I also plan to open a ******** case at my local police station.

For your reference, the order number for the refund is Refund-OD*** \[\#O3LN\].
DL
David L's update22 Jul 2025, 14:24
Reviewer Update
Good day.
As per my previous message, should I not get my refund by Friday morning, I intend to pursue this matter further by taking it to the small claims court on Friday, naming Miles van Rensburg, CEO of Massmart, as the respondent. I am sure that he would not want to travel to the KZN North Coast to attend a court case.
I trust that my matter will be treated with the necessary haste it deserves.
Regards