Makro – No Resolution After 6 weeks, No Refund for Undelivered Order

I am extremely disappointed with Makro’s handling of a recent order, and the complete lack of accountability or urgency from their customer service team.

On 19 June 2025, I placed an order for bottles of sparkling wine required for time-sensitive brides**** gifts. After payment, I realized the system had not prompted me to confirm my delivery address, and the one saved on my account was outdated. I immediately emailed Makro with the updated address. The next day, a Makro agent phoned to confirm the new details and reassured me it had been logged.

Despite this, the order was delivered to the wrong address (my old workplace) on 21 June. I received no call, never signed for the package, and was at the correct address waiting. I followed up repeatedly — via email and phone calls — and was given conflicting answers. One agent insisted the updated address was on file and I should be patient. Another told me I should have cancelled the order and started again. I was even told to try collecting the parcel from the incorrect address, despite no longer working there. At one point, I was informed the order may have been returned to store, but “they weren’t sure.” I received no clear follow-up, no refund, and no assistance.

I sent multiple follow-ups, the most recent being on 26 July 2025 — over a month later — with zero resolution.

This has caused unnecessary stress and additional expense. I acted quickly, updated my address immediately, followed up consistently, and was let down at every step.

I only ask for the following: - A full refund for the order which I never received. - A clear explanation for why my updated delivery instructions were not followed. - Confirmation of the status of the parcel (whether it was recovered or returned).

I have given Makro more than enough time to address this fairly and professionally.

Order placed: 19 June 2025 Initial complaint submitted: 21 June 2025 Last follow-up: 26 July 2025 Still unresolved.