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Patience M

1 reviews | Active since Dec 2024

18 Dec 2025, 12:27

Makro online took my money, no refund

am posting this here as I have exhausted all other channels with Makro and my issue remains unresolved.

On 11 December, I placed two online transactions with Makro. The money for both transactions was successfully deducted from my bank account, however the Makro app showed that the orders were not placed.

After waiting 24 hours, I contacted the call centre. I was advised that Makro can see the payments on their system, but the orders did not process. I was asked to submit supporting documents (proof of payment, proof of bank account and ID copy), which I submitted on 12 December.

Since then, I have received little to no communication. On 16 December, a consultant named Richard contacted me and assured me that my refund would be processed and that he would follow up. This never happened.

The following day, I contacted Makro again and spoke to Awona Mshweshwe, who informed me that Makro would only refund one transaction (R908) because it has an order number, and that the second amount would not be refunded as it does not have an order number. I explained that I never received an order number because the system failed and the order never went through, but I was told there is nothing Makro can do.

I find this completely unacceptable. Makro received two payments totalling approximately R3,200, yet I am being told that part of my money will not be refunded for an order that never existed.

To make matters worse, I have been asked multiple times to resend the same documents, which clearly shows that my issue is not being handled properly.

As it stands: • I have no orders • I have not received a full refund • I have received poor communication and inconsistent information

I have never experienced such disappointing service from Makro. I am requesting that Makro urgently investigate this matter and refund the full outstanding amount.

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Replies (7)
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Patience M's update18 Dec 2025, 14:39
Reviewer Update
Thank you for the response.

While I acknowledge your apology, this issue has now been ongoing for 7 days since 11 December. My payment did not “fail” — the funds were successfully deducted from my bank account and received by Makro, but the system failed to update and generate the orders.

Please note that I have already submitted all required documents multiple times. At this stage, I am requesting clear and specific feedback, not another generic escalation.

Kindly confirm in writing:

  1. The total amount that will be refunded (both transactions)
  2. The expected date the refund will reflect in my bank account
  3. One confirmed reference number being used for this matter
I have still received no goods and no refund, and I am being financially prejudiced due to a system error on Makro’s side.
PM
Patience M's update20 Dec 2025, 09:07
Reviewer Update
Hi Makro team,

You previously advised that you would communicate with the finance team regarding my refund. Since then, I have received no feedback at all. There has been no call, no email, and no update, despite my efforts to follow up.

This issue has now affected me personally. Because my money is still being held, my Christmas is going to be like the 16th — without groceries. What is most upsetting is that no one has bothered to communicate or explain what is happening, while I am left stressed and financially stuck.

I am honestly exhausted from continuously calling the call centre and getting no clear answers. It should not be this difficult to refund money that was taken due to a system error on Makro’s side.

I am once again requesting urgent feedback from the finance team, confirmation of the full refund amount, and a clear timeline for when the money will be returned.


PM
Patience M's update21 Dec 2025, 12:05
Reviewer Update
Thank you for the update.

However, your response is incomplete. You have confirmed a refund of R2 327.54, but there is no mention of the remaining amount of R908, which was also deducted from my account on 11 December.

To be clear:

  • Two payments were deducted from my bank account
  • I have received no goods
  • Only one refund has been processed
  • R908 is still outstanding
Please confirm in writing:
  1. That the R908 will also be refunded
  2. The date the R908 refund will be processed
  3. Whether the 7–14 working days applies to both refunds or only the first one
I am still financially prejudiced due to this unresolved balance. I require full resolution, not partial updates.
PM
Patience M's update21 Dec 2025, 15:05
Reviewer Update
Hi Makro team,

This response does not provide any new information and does not resolve the issue.

I have been advised multiple times that you are “awaiting feedback from the finance team,” yet no timeline or progress has been communicated, despite the fact that both payments were made on the same day (11 December) and only one has been refunded.

Please note that this has now been ongoing for an unreasonable period. I cannot be expected to wait indefinitely without updates.


PM
Patience M's update24 Dec 2025, 09:02
Reviewer Update
Hi Makro team,

At this point, I feel completely disregarded as a customer.

Firstly, please note my name is Patience, not Nadia. Being addressed by the wrong name in a serious financial matter further demonstrates the lack of care and attention being given to my case.

It is unacceptable that I am still being told you are “awaiting feedback from finance” more than 7 days later, with no timelines, no accountability, and no direct communication from the finance team. This raises serious concern about how Makro treats customers once their money has already been taken.

To be very clear:

  • Makro deducted R2,320 and R908 from my account
  • I received no goods
  • I have not received my full refund
  • I have been given repeated generic responses instead of solutions

No customer should be treated this way. Waiting over a week for “finance feedback” is unreasonable and unacceptable, especially when the issue was caused by Makro’s system failure. I am requesting immediate written confirmation of:
  • When R2,320will be refunded
  • When R908 will be refunded
I expect a response with clear dates, not another holding message.

Regards
, Patience
PM
Patience M's update24 Dec 2025, 15:20
Reviewer Update
So u want to tell me tht funds are not processed?
PM
Patience M's update26 Dec 2025, 09:05
Reviewer Update
Makro, your response is concerning and contradictory.

I was previously advised that my refund was processed on the 17th. Your latest statement indicates that feedback will only be provided once the funds are processed, which clearly suggests that the refund has not yet been processed.

This ongoing delay has caused me significant financial hardship. I have been left struggling while Makro continues to hold my money, with no proof of payment, no confirmed timeline, and no transparent communication. These are funds that I rely on for essential daily needs, and being made to wait indefinitely has placed unnecessary strain on my financial situation and wellbeing.

It is unacceptable that I have had to repeatedly follow up, only to receive vague responses while my money remains outstanding. A refund should not result in stress, uncer*****y, and hardship for a customer.

I am therefore requesting the following, clearly and urgently:

  1. Confirmation as to whether the refund has been processed or not
  2. If processed, immediate provision of the proof of payment (POP)
  3. If not processed, an explanation as to why I was informed it was processed on the 17th, and a confirmed date for when the funds will reflect
This matter has gone beyond inconvenience and requires