Makro Online Failed to Deliver Order and Has Withheld My Refund Since November 2023

My name is Sicelokuhle Majeng, number ***.

I purchased paint via Makro Online on 16 November 2023, with Makro Carnival selected as my pickup point. My order number is MAK***. The order was marked as ready for pickup on the same day.

However, the very next day I received an email stating that my order had already been collected, which was not true. When I contacted Makro, I was told this was a system error and that it would be corrected. I was advised to wait while the issue was amended.

Unfortunately, nothing was ever corrected.

After waiting and following up repeatedly with the store over a long period, I eventually requested a refund, which I have still not received to date. What makes this situation even worse is that I paid using Payflex, meaning I was forced to pay instalments for paint I never received.

For almost two years, I have been following up with no resolution. Only last week was a consultant finally assigned to my case, Richard Mokgotho, who attempted to assist and requested the following documents to process the refund:

Valid proof of payment

Copy of my ID

Bank confirmation letter (not older than 3 months)

I submitted all the required documents. For proof of payment, I provided screenshots confirming that Payflex paid Makro. I was then told this was not sufficient and that Makro required the company registration number, which I also provided.

Despite complying with every request, I am still not assisted and no refund has been processed.

This experience has been extremely frustrating, unfair, and financially damaging. I paid for goods that were never delivered, continued paying Payflex instalments, and have spent nearly two years chasing a refund that should have been processed long ago.

I am urgently requesting that Makro processes my refund with immediate effect. This situation raises serious concerns about Makro Online’s internal systems and customer service. How many customers are experiencing similar issues, and what is being done to stop this from happening?

I expect accountability and a resolution as a matter of urgency.