NS
Nicole S
1 reviews | Active since Jun 2026
09 Jun 2026, 10:48
Makro Online Service Continues to Fail
After my last review from 4 June, my query is still not resolved.
As stated before, I placed an order on Sunday and contacted Makro on Monday to cancel it before the items were dispatched for delivery. Despite multiple follow-ups and assurances that the matter would be escalated, absolutely nothing has been resolved.
Between yesterday and today I called more than 5 times and was left holding for more than 10 minutes each time while agents "attempted" to assist me. On each occasion, the calls were eventually disconnected, and nobody bothered to call me back.
Over the past week, I have spoken to Sithembile (interestingly, it seems every perosn at this call centre agent is named Sithembile), Khairo, Leaan, and several other agents whose names I was unable to obtain. Not a single person has been able to resolve my issue, properly escalate the matter, follow through on promises made, or even extend the courtesy of a return call.
This level of customer service is completely unacceptable. The lack of communication, accountability, and ownership is shocking. Customers should not have to spend hours on calls and more than a week chasing a simple cancellation request.
I will continue to post daily reviews until this matter is resolved. I will also be sharing my experience on social media to warn other consumers about the poor service and to encourage them to think carefully before using Makro's online shopping platform.
Helpful (0)
Replies (4)0
Replies (4)NS
Nicole S's updateReviewer Update
12 Jun 2026, 11:38 Nearly Two Weeks Later and Still No Cancellation or RefundI am extremely disappointed that this matter remains unresolved.Despite numerous phone calls, emails, and previous complaints, I am now approaching two weeks since my initial request and my order has still not been properly cancelled or refunded.
On 4 June 2026, Makro responded publicly and assured me that they were "actively following up" with the relevant team and would provide feedback as soon as possible. Unfortunately, several days later, I am still waiting for a resolution.
I cannot understand how it is possible for a straightforward cancellation and refund request to take this long. Due to the lack of progress, I have lodged a formal complaint with the Consumer Goods and Services Ombud.At this stage, I am no longer looking for apologies or promises of follow-up. I simply want Makro to process the cancellation and refund without any further delays.I hope that by sharing this experience, other customers will be aware of the difficulties they may face when dealing with Makro's online customer service and refund process.
On 4 June 2026, Makro responded publicly and assured me that they were "actively following up" with the relevant team and would provide feedback as soon as possible. Unfortunately, several days later, I am still waiting for a resolution.
I cannot understand how it is possible for a straightforward cancellation and refund request to take this long. Due to the lack of progress, I have lodged a formal complaint with the Consumer Goods and Services Ombud.At this stage, I am no longer looking for apologies or promises of follow-up. I simply want Makro to process the cancellation and refund without any further delays.I hope that by sharing this experience, other customers will be aware of the difficulties they may face when dealing with Makro's online customer service and refund process.
NS
Nicole S's update12 Jun 2026, 11:38
Reviewer Update
Nearly Two Weeks Later and Still No Cancellation or RefundI am extremely disappointed that this matter remains unresolved.Despite numerous phone calls, emails, and previous complaints, I am now approaching two weeks since my initial request and my order has still not been properly cancelled or refunded.
On 4 June 2026, Makro responded publicly and assured me that they were "actively following up" with the relevant team and would provide feedback as soon as possible. Unfortunately, several days later, I am still waiting for a resolution.
I cannot understand how it is possible for a straightforward cancellation and refund request to take this long. Due to the lack of progress, I have lodged a formal complaint with the Consumer Goods and Services Ombud.At this stage, I am no longer looking for apologies or promises of follow-up. I simply want Makro to process the cancellation and refund without any further delays.I hope that by sharing this experience, other customers will be aware of the difficulties they may face when dealing with Makro's online customer service and refund process.
On 4 June 2026, Makro responded publicly and assured me that they were "actively following up" with the relevant team and would provide feedback as soon as possible. Unfortunately, several days later, I am still waiting for a resolution.
I cannot understand how it is possible for a straightforward cancellation and refund request to take this long. Due to the lack of progress, I have lodged a formal complaint with the Consumer Goods and Services Ombud.At this stage, I am no longer looking for apologies or promises of follow-up. I simply want Makro to process the cancellation and refund without any further delays.I hope that by sharing this experience, other customers will be aware of the difficulties they may face when dealing with Makro's online customer service and refund process.
NS
Nicole S's updateReviewer Update
12 Jun 2026, 19:58Good evening Makro,
All I am asking for is clarity as to why the order hasn't been cancelled and refunded after 2 weeks of back and forth.
PLEASE EXPLAIN!!!!!
I am not asking you to move mountains, I am asking for an UPDATE AND ACTUAL FEEDBACK!
All I am asking for is clarity as to why the order hasn't been cancelled and refunded after 2 weeks of back and forth.
PLEASE EXPLAIN!!!!!
I am not asking you to move mountains, I am asking for an UPDATE AND ACTUAL FEEDBACK!
NS
Nicole S's update12 Jun 2026, 19:58
Reviewer Update
Good evening Makro,
All I am asking for is clarity as to why the order hasn't been cancelled and refunded after 2 weeks of back and forth.
PLEASE EXPLAIN!!!!!
I am not asking you to move mountains, I am asking for an UPDATE AND ACTUAL FEEDBACK!
All I am asking for is clarity as to why the order hasn't been cancelled and refunded after 2 weeks of back and forth.
PLEASE EXPLAIN!!!!!
I am not asking you to move mountains, I am asking for an UPDATE AND ACTUAL FEEDBACK!
NS
Nicole S's updateReviewer Update
13 Jun 2026, 08:52Hi Benjamin,
Thank you for calling me. I appreciate you taking the time to escalate this matter, and I hope something finally comes from this escalation.However, I must point out that I have been told since 2 June that this query has been escalated, yet here we are nearly two weeks later with no resolution. While I appreciate your efforts, I am still very unhappy with how this matter has been handled.
I will wait for the outcome of this latest escalation and sincerely hope it does not take another two weeks for the refund to be processed.
Regards,
Nicole
Thank you for calling me. I appreciate you taking the time to escalate this matter, and I hope something finally comes from this escalation.However, I must point out that I have been told since 2 June that this query has been escalated, yet here we are nearly two weeks later with no resolution. While I appreciate your efforts, I am still very unhappy with how this matter has been handled.
I will wait for the outcome of this latest escalation and sincerely hope it does not take another two weeks for the refund to be processed.
Regards,
Nicole
NS
Nicole S's update13 Jun 2026, 08:52
Reviewer Update
Hi Benjamin,
Thank you for calling me. I appreciate you taking the time to escalate this matter, and I hope something finally comes from this escalation.However, I must point out that I have been told since 2 June that this query has been escalated, yet here we are nearly two weeks later with no resolution. While I appreciate your efforts, I am still very unhappy with how this matter has been handled.
I will wait for the outcome of this latest escalation and sincerely hope it does not take another two weeks for the refund to be processed.
Regards,
Nicole
Thank you for calling me. I appreciate you taking the time to escalate this matter, and I hope something finally comes from this escalation.However, I must point out that I have been told since 2 June that this query has been escalated, yet here we are nearly two weeks later with no resolution. While I appreciate your efforts, I am still very unhappy with how this matter has been handled.
I will wait for the outcome of this latest escalation and sincerely hope it does not take another two weeks for the refund to be processed.
Regards,
Nicole
NS
Nicole S's updateReviewer Update
15 Jun 2026, 09:50 Hi Makro,
It has now been exactly two weeks since I requested a cancellation and refund and I am still waiting for feedback.Throughout this entire process, I have been repeatedly told that the matter is being investigated and that I will receive an update "as soon as possible." However, no meaningful updates, resolutions, or timeframes have been provided.
What is particularly frustrating is that I requested the cancellation of this order before it was dispatched. Had my request been actioned when it was first raised, this situation could have been avoided entirely. Instead, I have spent weeks following up, lodging complaints, repeating the same information to multiple departments, and still have no resolution.I have been given conflicting information throughout this process and yet I am still waiting for a clear explanation and a final outcome.
At this point, I would like Makro to explain why a straightforward cancellation and refund request has taken so long to resolve. The lack of communication, accountability, and urgency shown throughout this matter is unacceptable.I have been more than patient, but my patience has now been exhausted. I require a definitive response, not another message advising that the matter is still being investigated.Please provide a clear update on the status of my case, the reason for the delay, and when I can expect this matter to be fully resolved.
Sincerely,A tired and very disappointed customer
It has now been exactly two weeks since I requested a cancellation and refund and I am still waiting for feedback.Throughout this entire process, I have been repeatedly told that the matter is being investigated and that I will receive an update "as soon as possible." However, no meaningful updates, resolutions, or timeframes have been provided.
What is particularly frustrating is that I requested the cancellation of this order before it was dispatched. Had my request been actioned when it was first raised, this situation could have been avoided entirely. Instead, I have spent weeks following up, lodging complaints, repeating the same information to multiple departments, and still have no resolution.I have been given conflicting information throughout this process and yet I am still waiting for a clear explanation and a final outcome.
At this point, I would like Makro to explain why a straightforward cancellation and refund request has taken so long to resolve. The lack of communication, accountability, and urgency shown throughout this matter is unacceptable.I have been more than patient, but my patience has now been exhausted. I require a definitive response, not another message advising that the matter is still being investigated.Please provide a clear update on the status of my case, the reason for the delay, and when I can expect this matter to be fully resolved.
Sincerely,A tired and very disappointed customer
NS
Nicole S's update15 Jun 2026, 09:50
Reviewer Update
Hi Makro,
It has now been exactly two weeks since I requested a cancellation and refund and I am still waiting for feedback.Throughout this entire process, I have been repeatedly told that the matter is being investigated and that I will receive an update "as soon as possible." However, no meaningful updates, resolutions, or timeframes have been provided.
What is particularly frustrating is that I requested the cancellation of this order before it was dispatched. Had my request been actioned when it was first raised, this situation could have been avoided entirely. Instead, I have spent weeks following up, lodging complaints, repeating the same information to multiple departments, and still have no resolution.I have been given conflicting information throughout this process and yet I am still waiting for a clear explanation and a final outcome.
At this point, I would like Makro to explain why a straightforward cancellation and refund request has taken so long to resolve. The lack of communication, accountability, and urgency shown throughout this matter is unacceptable.I have been more than patient, but my patience has now been exhausted. I require a definitive response, not another message advising that the matter is still being investigated.Please provide a clear update on the status of my case, the reason for the delay, and when I can expect this matter to be fully resolved.
Sincerely,A tired and very disappointed customer
It has now been exactly two weeks since I requested a cancellation and refund and I am still waiting for feedback.Throughout this entire process, I have been repeatedly told that the matter is being investigated and that I will receive an update "as soon as possible." However, no meaningful updates, resolutions, or timeframes have been provided.
What is particularly frustrating is that I requested the cancellation of this order before it was dispatched. Had my request been actioned when it was first raised, this situation could have been avoided entirely. Instead, I have spent weeks following up, lodging complaints, repeating the same information to multiple departments, and still have no resolution.I have been given conflicting information throughout this process and yet I am still waiting for a clear explanation and a final outcome.
At this point, I would like Makro to explain why a straightforward cancellation and refund request has taken so long to resolve. The lack of communication, accountability, and urgency shown throughout this matter is unacceptable.I have been more than patient, but my patience has now been exhausted. I require a definitive response, not another message advising that the matter is still being investigated.Please provide a clear update on the status of my case, the reason for the delay, and when I can expect this matter to be fully resolved.
Sincerely,A tired and very disappointed customer