Makro Online – Incorrect Product Delivered and Extremely Poor Returns Handling

We ordered a couch from Makro Online, but when it arrived it did not match the product description.

The dimensions listed online were incorrect by 10–30 cm, the colour differed from what was advertised, and the couch also had minor defects. Because the size was completely wrong, we logged a return immediately.

Unfortunately, the return process has been extremely frustrating and poorly managed.

Issue 1 – Repackaging responsibility Makro requires us to repackage the couch ourselves for courier collection. The problem is that the couch arrived mostly wrapped in plastic packaging that cannot be reused. This leaves us with inadequate protection for transport.

If the couch is damaged during courier transit because of insufficient packaging, who is responsible? It seems unreasonable that the customer should carry this risk when the product delivered did not match the advertised specifications.

Issue 2 – Makro holding both product and payment Once the courier collects the couch, Makro will have both the product and our money, while we wait for the refund. This is a concerning position for the customer. If the return is rejected, will the couch simply be sent back to us?

Issue 3 – Broken pickup promise Makro’s returns department promised a 2–4 day pickup lead time. A week later we were told the courier would collect the following day. I arranged to work from home specifically for this pickup, only to be informed late that afternoon (by Makro, not the courier) that the collection would not happen after all.

Issue 4 – No updated timeline It has now been several days since then, and Makro Customer Care still cannot provide a new pickup date because they are “waiting for feedback” from their returns department.

In the meantime, the couch has been sitting packaged in our living room for more than a week, making the space unusable.

Overall, this experience has been extremely inconvenient and poorly handled. The incorrect product delivery combined with the inefficient and unclear returns process has completely destroyed my confidence in ordering from Makro Online again.