1 reviews | Active since Dec 2025
Makro Online: Washing Machine Never Delivered, Returned to Sender Without My Knowledge
I am extremely disappointed with Makro Online's handling of my order for a washing machine placed on 28 November 2025 (Order: OD***).
Despite multiple assurances and a confirmed delivery date of 22 December 2025, no delivery attempt was made and no communication was provided to me. I remained available at home and received no calls, SMS, or messages from the courier.
Upon independently tracking the order, I discovered contradictory courier statuses, including “customer not available” and “delivery re-attempted”, none of which are accurate. The tracking now reflects that the item was returned to sender and signed for at Makro/Massmart, without my knowledge or consent.
This situation has caused significant inconvenience and distress, particularly during December, as I have had to remain home waiting for a delivery that never occurred and have been unable to travel or attend personal commitments.
I have escalated this matter formally to the Consumer Goods & Services Ombud (CGSO) and am requesting immediate fulfilment of my order with a replacement washing machine of the same specifications, not a refund, as prices have increased since my purchase.
I am posting this in the hope that Makro will now take accountability and resolve this matter urgently.
Thank you for responding. For clarity, this matter has already been under investigation internally for several weeks, during which I was repeatedly advised that feedback would be provided, which unfortunately never happened.
The parcel has previously been confirmed as missing, and the tracking information reflects inaccurate delivery attempts and a return to sender without my knowledge or consent.
I would appreciate confirmation of next steps and a concrete resolution, specifically:
• Delivery of a replacement washing machine of the same specifications
• Confirmed courier details and delivery timeline
As mentioned, this matter has already been escalated to the Consumer Goods & Services Ombud (CGSO) due to the prolonged delays and lack of communication.
I look forward to a clear and actionable update.
Regards,
Thank you for responding. For clarity, this matter has already been under investigation internally for several weeks, during which I was repeatedly advised that feedback would be provided, which unfortunately never happened.
The parcel has previously been confirmed as missing, and the tracking information reflects inaccurate delivery attempts and a return to sender without my knowledge or consent.
I would appreciate confirmation of next steps and a concrete resolution, specifically:
• Delivery of a replacement washing machine of the same specifications
• Confirmed courier details and delivery timeline
As mentioned, this matter has already been escalated to the Consumer Goods & Services Ombud (CGSO) due to the prolonged delays and lack of communication.
I look forward to a clear and actionable update.
Regards,
Thank you for the response. However, this is now the second time I have been told told feedback is being awaited from the distribution centre, with no timeline nor concrete action provided.
Today marks exactly a month since I made the washing machine online purchase. At this point, I am no longer requesting "feedback". I am requesting a clear resolution of when the washing machine will be delivered.
Please advise by close of business on the next working day how this matter will be resolved.
kind regards,
Bohlokoa
Thank you for the response. However, this is now the second time I have been told told feedback is being awaited from the distribution centre, with no timeline nor concrete action provided.
Today marks exactly a month since I made the washing machine online purchase. At this point, I am no longer requesting "feedback". I am requesting a clear resolution of when the washing machine will be delivered.
Please advise by close of business on the next working day how this matter will be resolved.
kind regards,
Bohlokoa
I confirm that my complaint has now been formally registered with the Consumer Goods & Services Ombud (CGSO) and referred to Makro for investigation under reference ***.
I will await Makro’s response via the CGSO process.
I confirm that my complaint has now been formally registered with the Consumer Goods & Services Ombud (CGSO) and referred to Makro for investigation under reference ***.
I will await Makro’s response via the CGSO process.