Makro Online – Poor Service, Delayed Responses, and Lost Confidence in Orders

I have been a loyal Makro customer for years, over the past months bought thousands work of product, including my monthly groceries, all my appliances and most of my household good. But, my recent experience with Makro Online has left me frustrated, disappointed, and questioning whether they value their customers at all.

Order 1 – OD*** On 3 August, I placed a large order, including an Antec HOME PRO GAMER AMD RYZEN 5 5500 CPU, which was listed as in stock and on special. While some items arrived, others showed no progress on the tracking system.

I emailed customer service and received a call from an agent who simply repeated my email back to me, telling me they were “still within the SLA.”

No one investigated further or checked if there was a stock issue.

a few days after the order (in fact on the same day of my complaint - I find that quite the coincidence) , I received an email saying the item was out of stock and a refund was being processed — meaning I lost the special price and wasted days waiting for nothing.

Order 2 – OD*** Due to the poor handling of my first order, I raised a formal complaint on 7 August. Makro sent an automated acknowledgement (***) but no timely follow-up.

Days later, I received a generic apology and was told they were “asking the seller” about my new order.

I rep**** asking for updates, but responses are slow or non-existent.

My new order, worth R17,000+, is now “in transit” but I have no reassurance it will be delivered without further issues.

My Concerns:

No proactive communication from Makro.

Slow, generic, copy-paste responses that don’t address the actual problem.

No sense of urgency or customer appreciation, especially given the high value of my orders.

Lost out on a special deal due to poor stock management and lack of transparency.

I expect:

A full investigation into both orders.

Assurance from senior management that my current order will be fulfilled without delay.

Clear communication and accountability going forward.

Right now, I have no confidence in Makro’s online ordering process or customer service. This needs urgent attention from Massmart Head Office. I have emailed Massmart Head Office and have not even received a reply from them.

What a joke this company is becoming.