Makro online horrible service

If I could give Makro Online a minus star rating, I would.

This has now been my third bad experience shopping online with them. After a long break, I decided to give them another chance, but they are definitely consistent at providing poor service so I guess that’s one thing they do well.

Here’s my story:

On Wednesday evening 20 May just after 9pm, I purchased goods online (about R950) The app allowed me to add items to cart, make payment, and complete the purchase without any issue. Immediately afterwards, I received a notification that the goods would be delivered to an address somehow linked to my profile , an old business address where my husband previously worked.

I immediately went onto the website to try and update the delivery address to my home address, since I would be home for the rest of the week. The site does not allow any amendment once the order is placed, so I emailed the online sales support address listed on the site.

The next morning (Thursday) just after 8am, I called the call centre. They advised that the email team had already responded. I checked my emails and Phindile asked me to update the address on my profile, take a screenshot, and send it through ,which I did immediately. He confirmed receipt and advised it had been escalated to someone who would assist.

That same Thursday, just before 4pm, the courier called me saying they were delivering the parcel to the "incorrect address". I explained the entire situation to the courier, and naturally the parcel was returned to the warehouse for the next scheduled delivery.

Friday came and went , absolutely no feedback from Makro. I sent another email explaining that despite notifying them timeously, the courier still attempted delivery to the wrong address. No response.

Then on Saturday, they attempted delivery AGAIN to the same incorrect business address… on a weekend.

To date, I have still not received a proper callback from either the Makro call centre or the email support team. Instead, they simply refunded my money on Saturday.

Clearly they do not want the business.

Honestly, they are one of the worst online retailers I have dealt with, and this is not my first horrible experience with them. The worst part? No apology. No accountability. Just silence.