Makro online custom and goods delivery services are horrible

Issue 1: Poor Customer Service from Makro Online

I experienced extremely poor service from Makro Online. I reported a missing item from a promotional order (Order No: OD***) and only received a follow-up call from Milicent Tsebesebe after two weeks. She assured me that the item would be sent and that it had been handed over to the delivery team.

However, the next day, I was contacted again and asked to prove that I had selected the promotional offer—something that should be verifiable in their system. I confirmed that I had indeed clicked the promotion and requested that they consult their IT system for verification. Since then, there has been no further communication. Reference number: ID ***

Issue 2: Ongoing Delivery Problems and Lack of Support

I placed an order (Order No: OD***) which was missing two items. On Thursday, 19 June 2025, the order was assigned to a driver named Sipho, who claimed he had called me—though I received no call. He then showed me a screenshot as proof, which felt unnecessary and suspicious.

The next day, Friday, there was still no delivery. I contacted Sipho directly, and he confirmed the order would be reassigned to him for delivery on Saturday. I also received an SMS from Makro saying my order was out for delivery, but again, nothing arrived.

Today is Sunday. I used Makro's WhatsApp support to check the status, and it showed the order was supposedly out for delivery again. I waited to speak with a live agent, who simply rep**** that there are delays of 3–5 working days—without even checking the specific status of my order. That was the end of the interaction.

Makro urgently needs to invest in better staff training, improve their order tracking and communication systems, and raise the overall standard of customer service.