JU
Johan U
1 reviews | Active since Jul 2021
04 Jul 2025, 10:34
Makro Online does not refund on bona- fide dissatisfied purchases
I ordered a label printer for windows but the printer arrived and had no windows driver, only a windows app which was useless to me, they are now refusing to refund despite stipulations from the consumer protection act for refunds within 7 days.
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Replies (6)JU
Johan U's updateReviewer Update
11 Jul 2025, 14:48Dear Makro Online,
I am at this stage extremely disappointed with the progress of this issue. The returns process first lost my return and now try to avoid a refund because the supplier is giving them false information, saying I used a whole roll of paper etc. etc. I returned it exactly as received, the printer had to be opened to find out it does not have a driver for windows by the nature of the product. I therefore discovered it has no driver and returned the product exactly as packed in its original packaging the next day.
BOTTOM LINE: I bought the product (windows label printer) in good faith. I returned it immediately on discovering that I will not be able to use it on Windows OS as is my requirement. Their marketing and documentation does not make you aware that it cannot operate on Windows due to the fact that there is no driver for the product available.
PLEASE REFUND ME WITHOUT FURTHER ADO as should be done in terms of your own policy and the Consumer Protection Act.
I am at this stage extremely disappointed with the progress of this issue. The returns process first lost my return and now try to avoid a refund because the supplier is giving them false information, saying I used a whole roll of paper etc. etc. I returned it exactly as received, the printer had to be opened to find out it does not have a driver for windows by the nature of the product. I therefore discovered it has no driver and returned the product exactly as packed in its original packaging the next day.
BOTTOM LINE: I bought the product (windows label printer) in good faith. I returned it immediately on discovering that I will not be able to use it on Windows OS as is my requirement. Their marketing and documentation does not make you aware that it cannot operate on Windows due to the fact that there is no driver for the product available.
PLEASE REFUND ME WITHOUT FURTHER ADO as should be done in terms of your own policy and the Consumer Protection Act.
JU
Johan U's update11 Jul 2025, 14:48
Reviewer Update
Dear Makro Online,
I am at this stage extremely disappointed with the progress of this issue. The returns process first lost my return and now try to avoid a refund because the supplier is giving them false information, saying I used a whole roll of paper etc. etc. I returned it exactly as received, the printer had to be opened to find out it does not have a driver for windows by the nature of the product. I therefore discovered it has no driver and returned the product exactly as packed in its original packaging the next day.
BOTTOM LINE: I bought the product (windows label printer) in good faith. I returned it immediately on discovering that I will not be able to use it on Windows OS as is my requirement. Their marketing and documentation does not make you aware that it cannot operate on Windows due to the fact that there is no driver for the product available.
PLEASE REFUND ME WITHOUT FURTHER ADO as should be done in terms of your own policy and the Consumer Protection Act.
I am at this stage extremely disappointed with the progress of this issue. The returns process first lost my return and now try to avoid a refund because the supplier is giving them false information, saying I used a whole roll of paper etc. etc. I returned it exactly as received, the printer had to be opened to find out it does not have a driver for windows by the nature of the product. I therefore discovered it has no driver and returned the product exactly as packed in its original packaging the next day.
BOTTOM LINE: I bought the product (windows label printer) in good faith. I returned it immediately on discovering that I will not be able to use it on Windows OS as is my requirement. Their marketing and documentation does not make you aware that it cannot operate on Windows due to the fact that there is no driver for the product available.
PLEASE REFUND ME WITHOUT FURTHER ADO as should be done in terms of your own policy and the Consumer Protection Act.
JU
Johan U's updateReviewer Update
11 Jul 2025, 14:58Pretoria, Gauteng, 0181
July 2025
July 2025
To:
Makro Online (Massmart E-Commerce)
Customer Services ***
Makro Online (Massmart E-Commerce)
Customer Services ***
Subject: Formal Dispute Regarding Refund Refusal – Reference Number: M86L2SLKGVD
Dear Sir/Madam,
I am writing in relation to the return of a product purchased via Makro Online, under reference number M86L2SLKGVD. The product was returned in full compliance with your published returns procedure. Despite this, your team has now declined to issue a refund, citing an allegation that “parts are missing” from the returned item. This is factually incorrect, and I formally dispute this claim.
1. Background and Compliance with Return Policy
The item in question was returned in a complete and intact state, with all original components, packaging, and documentation. The return was made in strict adherence to the return process as set out on your website and communicated during the return arrangement. A collection was completed by your appointed courier, and no mention was made at the time of collection regarding any discrepancies or missing parts.
2. Your Allegation is Unfounded and Unsubstantiated
You have failed to provide any photographic or documented evidence to substantiate the allegation of missing parts. Furthermore, no communication or opportunity was provided to verify or challenge this accusation before a decision was taken to decline the refund. This is procedurally unfair and contrary to your obligations under South African consumer protection law.
3. Consumer Protection Act (CPA) Applicability
I draw your attention to the Consumer Protection Act 68 of 2008, in particular:
- Section 20: The consumer has the right to return goods and receive a refund if the return is within the prescribed period and conditions.
- Section 56(2): If a product fails to meet the requirements of being safe, of good quality, or fit for purpose within six months of delivery, the consumer may demand a replacement, repair, or full refund.
- Section 48 and 49: You may not impose unfair, unreasonable, or unjust terms on a consumer, including false or unverified allegations as a means to avoid a refund.
You are therefore legally obligated to either refund the purchase price or provide clear, independently verifiable evidence of any legitimate defect in the returned item, which has not been done. 4. Demand for Immediate Redress Accordingly, I hereby formally demand the following:
- Immediate reversal of your refusal to refund;
- Full refund of the amount paid, to be processed within 7 (seven) calendar days of this letter;
- Written confirmation of the refund and resolution of the matter.
Should you fail to resolve this issue within the stipulated period, I reserve the right to:
- Lodge a formal complaint with the National Consumer Commission;
- Refer the matter to the Consumer Goods and Services Ombud (CGSO); and
- Initiate legal action, including a possible claim for consequential damages and legal costs.
This letter is written without prejudice to any of my rights, all of which are expressly reserved. Yours sincerely,
JU
Johan U's update11 Jul 2025, 14:58
Reviewer Update
Pretoria, Gauteng, 0181
July 2025
July 2025
To:
Makro Online (Massmart E-Commerce)
Customer Services ***
Makro Online (Massmart E-Commerce)
Customer Services ***
Subject: Formal Dispute Regarding Refund Refusal – Reference Number: M86L2SLKGVD
Dear Sir/Madam,
I am writing in relation to the return of a product purchased via Makro Online, under reference number M86L2SLKGVD. The product was returned in full compliance with your published returns procedure. Despite this, your team has now declined to issue a refund, citing an allegation that “parts are missing” from the returned item. This is factually incorrect, and I formally dispute this claim.
1. Background and Compliance with Return Policy
The item in question was returned in a complete and intact state, with all original components, packaging, and documentation. The return was made in strict adherence to the return process as set out on your website and communicated during the return arrangement. A collection was completed by your appointed courier, and no mention was made at the time of collection regarding any discrepancies or missing parts.
2. Your Allegation is Unfounded and Unsubstantiated
You have failed to provide any photographic or documented evidence to substantiate the allegation of missing parts. Furthermore, no communication or opportunity was provided to verify or challenge this accusation before a decision was taken to decline the refund. This is procedurally unfair and contrary to your obligations under South African consumer protection law.
3. Consumer Protection Act (CPA) Applicability
I draw your attention to the Consumer Protection Act 68 of 2008, in particular:
- Section 20: The consumer has the right to return goods and receive a refund if the return is within the prescribed period and conditions.
- Section 56(2): If a product fails to meet the requirements of being safe, of good quality, or fit for purpose within six months of delivery, the consumer may demand a replacement, repair, or full refund.
- Section 48 and 49: You may not impose unfair, unreasonable, or unjust terms on a consumer, including false or unverified allegations as a means to avoid a refund.
You are therefore legally obligated to either refund the purchase price or provide clear, independently verifiable evidence of any legitimate defect in the returned item, which has not been done. 4. Demand for Immediate Redress Accordingly, I hereby formally demand the following:
- Immediate reversal of your refusal to refund;
- Full refund of the amount paid, to be processed within 7 (seven) calendar days of this letter;
- Written confirmation of the refund and resolution of the matter.
Should you fail to resolve this issue within the stipulated period, I reserve the right to:
- Lodge a formal complaint with the National Consumer Commission;
- Refer the matter to the Consumer Goods and Services Ombud (CGSO); and
- Initiate legal action, including a possible claim for consequential damages and legal costs.
This letter is written without prejudice to any of my rights, all of which are expressly reserved. Yours sincerely,
JU
| Order Number | OD***
| Seller name: | Bonolo Online
| Product description: | Niimbot B1 Portable Bluetooth Thermal Label Printer Single Function Monochrome Thermal Transfer Printer
Johan U's updateReviewer Update
29 Jul 2025, 13:54No Communication and then just this email from Makro Online:
This is a final update regarding your return parcel related to Order OD***.
Following the seller’s rejection of your return and multiple failed delivery attempts to you, the item was held at our Distribution Centre. As no feedback was received within the required timeframe, the parcel has now been liquidated or disposed of in line with our unclaimed goods policy.
| Order Number | OD***
| Seller name: | Bonolo Online
| Product description: | Niimbot B1 Portable Bluetooth Thermal Label Printer Single Function Monochrome Thermal Transfer Printer
No refund will be processed, as the return was not accepted, and delivery was refused.
Kind regards
Mpho Moruthane
16 Peltier Drive, Sunninghill, Sandton, South Africa 2157
Mpho Moruthane
16 Peltier Drive, Sunninghill, Sandton, South Africa 2157
P/Bag X4, Sunninghill 2157, South Africa
Mp********
JU
Johan U's update29 Jul 2025, 13:54
Reviewer Update
No Communication and then just this email from Makro Online:
This is a final update regarding your return parcel related to Order OD***.
Following the seller’s rejection of your return and multiple failed delivery attempts to you, the item was held at our Distribution Centre. As no feedback was received within the required timeframe, the parcel has now been liquidated or disposed of in line with our unclaimed goods policy.
| Order Number | OD***
| Seller name: | Bonolo Online
| Product description: | Niimbot B1 Portable Bluetooth Thermal Label Printer Single Function Monochrome Thermal Transfer Printer
No refund will be processed, as the return was not accepted, and delivery was refused.
Kind regards
Mpho Moruthane
16 Peltier Drive, Sunninghill, Sandton, South Africa 2157
Mpho Moruthane
16 Peltier Drive, Sunninghill, Sandton, South Africa 2157
P/Bag X4, Sunninghill 2157, South Africa
Mp********
JU
Johan U's updateReviewer Update
12 Aug 2025, 09:11Heard nothing further from makro, they are just going through the motions, do not believe anything they say, probably you are talking to a machine anyway on phone and not a human.
JU
Johan U's update12 Aug 2025, 09:11
Reviewer Update
Heard nothing further from makro, they are just going through the motions, do not believe anything they say, probably you are talking to a machine anyway on phone and not a human.
JU
Johan U's updateReviewer Update
12 Aug 2025, 09:38Ok, just received an email that they will refund. I will post when I see the refund in my account.
JU
Johan U's update12 Aug 2025, 09:38
Reviewer Update
Ok, just received an email that they will refund. I will post when I see the refund in my account.
JU
Johan U's updateReviewer Update
15 Aug 2025, 08:10Hi, Thanks Makro, I have now indeed received the refund.
Regards, Johan
Regards, Johan
JU
Johan U's update15 Aug 2025, 08:10
Reviewer Update
Hi, Thanks Makro, I have now indeed received the refund.
Regards, Johan
Regards, Johan