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Samuel S

1 reviews | Active since Apr 2011

27 Mar 2025, 21:37

Makro online store are ******

I bought a Defy oven and hob set plus the standard cooker head on the makro online store on the 22nd March 2025 with the expected delivery of the 26 March 2025. On the 25th at 22H00, I received an SMS that my order has been delayed. On the morning of the 26th March 2025, I called their customer service to cancel the order as I needed the stove before Friday. The consultant said they have escalated my query. 3 hours later, I then received an SMS that my order has been handed to their courier partner. On the app and on the Website, the order shows that it has been packed and not handed to the courier services like the SMS says. I think they just sent out the SMS to but themselves time as I am still waiting for the delivery. I even sent an email to say that I am cancelling my order but the email has not been answered to this day.

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Replies (2)
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Samuel S's update09 Apr 2025, 11:30
Reviewer Update
I just called about 20 minutes and spoke with Ayanda who told me that my cancellation request has been escalated to the relevant department and it will take at least 48 hours to be resolved. My worry is that on the Makro app and website, everything shows that the items are out for delivery which does not make any sense. I cancelled on the 26th March 2025 after receiving an SMS and email that the item has been delayed but instead of cancelling, Makro still proceeded to send out the item on the 31st March which I refused to accept as I had already bought the same items elsewhere and I clearly said that on the phone and on the follow up emails. Very disappointed and upset right now as all this delays are affecting me financially just because Makro doesn't like it when customers cancel and makes it very difficult for them to get their refund.
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Samuel S's update15 Apr 2025, 21:20
Reviewer Update
I received an email on the 11th April advising me that my refund application was successful and on the 12th April afternoon, I received a call from one of the agents at Makro Customer Services advising the same on via the phone. I can now confirm that I have received my money in the bank today (15 April 2025) at 13H45. Thank you and hope you can also help others in the same situation I was in as customers are your biggest assets because without them, you have no business.