Makro Online – Broken Item, No Collection, Lies from Call Centre

I am extremely disappointed with my experience with Makro Online and their call centre.

I purchased two items online: a TV stand and a phone charger. The phone charger delivery was cancelled without communication, and only refunded after I followed up. I then had to call again just to get the TV stand delivered. The TV stand was delivered on 11 December 2025. When I opened it, it was broken. I immediately logged a return, which Makro approved on 12 December, confirming in writing that the item would be collected within 2–4 working days.

As of today, the item has still not been collected. I have called Makro multiple times, and each agent gives a different story. One agent told me the refund was already processed and would reflect by 2 January. Another agent later told me no refund can happen until the item is collected — a complete contradiction.

Today I was told again that the matter was “escalated”. I then took matters into my own hands and called the courier company directly. The courier confirmed that Makro is lying; they have never received any instruction or waybill to collect the item.

This confirms what I suspected all along: the delay is not with the courier; it is entirely Makro’s failure. To make matters worse, the call centre service is extremely poor. Agents place you on long holds repeatedly, clearly hoping you will hang up, and there is zero accountability or ownership of the issue. Makro is quick to quote terms and conditions to customers, yet they are clearly in breach of their own return timelines. I have now been without a refund for a broken item for weeks, through no fault of my own.

This has been a frustrating and exhausting experience. I will not be shopping with Makro again, and I am escalating this matter further until it is resolved.