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AJ
Abdurrahman J

1 reviews | Active since Feb 2026

23 Feb 2026, 11:15

MAKRO - REFUND STATUS - AWAITING 4 WEEKS

I purchased an item via the Makro Website, When purchasing the 1st time i did not receive a confirmation email (The funds however left my bank account) so i contacted Makro - I was told that the order was not placed and i will need to forward the proof of Payment, Copy of my ID and confirmation of banking details all information requested was sent through - I needed the item i tried to order, so i ordered it again and the second time it was successful, however i was still owed the first amount that went off my bank account. The order and problem occurred on the 29.01.2026 - Every week day i am contacting Makro online and i am told the same story of "your funds have not been released by Finance" i was told this will take 7 to 14 days - i have waited all this time and to date have not received any refund. I have also requested to speak to a manager or supervisor, but "i am not allowed to". I don't understand why i should be begging and using my airtime over and over for something that was not my issue - BUT A SYSTEM ISSUE - CLEARLY A MAKRO ISSUE AND NOT A ME ISSUE - I never expected such treatment from MAKRO - whether it be online or instore - THIS IS STILL MAKRO

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Replies (5)
AJ
Abdurrahman J's update24 Feb 2026, 13:43
Reviewer Update
Who Is Legally Liable to Pay a Refund?In South Africa, the liability depends on who the “supplier” is under the Consumer Protection Act (CPA).
Under the CPA, the supplier is the person who markets, offers, supplies, or sells the goods to the consumer.1️⃣ The third‑party seller is typically the legal supplierIf the platform only facilitates the sale (i.e., it does not own the stock, set the price, or sell the goods directly), then the third‑party seller is the supplier and is legally liable for providing:
  • Refunds
  • Returns
  • Warranties
  • Repairs or replacements
This follows from the CPA’s requirements that the supplier must honour consumer rights such as cooling‑off periods, product quality guarantees, and fair business practices. [ppmattorneys.co.za], [sblawyers.co.za]
✅ 2️⃣ When the platform becomes liableA platform may also become liable if it is acting as the supplier, which happens when:
  • The platform takes payment as the merchant of record, or
  • The platform represents itself as the seller, or
  • The platform handles fulfilment directly, or
  • The customer reasonably believes they are buying from the platform (e.g., branding, checkout flow).
In such cases, the platform shares or assumes supplier duties under the CPA.
✅ 3️⃣ Platforms can also incur liability if they fail to act when notified of ******** or problematic goodsEven when the third‑party is the main supplier, the platform may still face legal exposure if it:
  • Knows or should reasonably have known about counterfeit, defective, or ******** goods
  • Fails to remove or address violations
This has been confirmed in cases involving counterfeit goods on marketplaces, where platforms were warned that hosting listings after notice may expose them to liability under the Counterfeit Goods Act and other laws. [brandlaw.co.za]
✅ 4️⃣ E‑commerce laws reinforce supplier obligationsUnder ECTA, suppliers (including third‑party sellers on a platform) must:
  • Provide clear identity and contact information
  • Disclose pricing and terms
  • Honour cooling‑off rights for direct marketing
  • Ensure valid online contracts and refunds when required
These obligations apply to the actual “supplier” of the goods—not the platform unless it acts as one. [generisonline.com], [ppmattorneys.co.za]
📌 Summary (Legally Accurate)If the platform is only a facilitator➡️ The third‑party seller must refund the customer
(They are the “supplier” under the CPA.)If the platform is the effective supplier➡️ The platform must refund, or share liability.If the platform is notified of ******* or counterfeit goods and fails to act➡️ It can incur secondary liability, even if the seller is primary.
(This is supported by case commentary on counterfeit listings.) [brandlaw.co.za]
AJ
Abdurrahman J's update25 Feb 2026, 13:34
Reviewer Update
Hi

I am unable to understand why a refund should take so long? Please could you make me understand this. I require an answer - and not we have reached out. If money comes into my account mistakenly and i am informed about this, i got no right to that money and no right to hold onto the money because it simply isn't mine! I understand the process of the money reflecting in the account and verifying the account holder. That process takes 24hrs to show in the account by most 48hrs - another 24hrs MOST to verify the account holder. This is going to be a full month in a few days time. I thought coming on a platform like hello Peter could help. But it looks like Makro doesn't care or worry about their customers or if any 100 people complain about their service, because simply we are just 1 out of the million customers Makro has. This is completely outrageous. Your previous reply of : The relevant team is currently reviewing your request, and you should receive a comprehensive reply within 48 hours. THIS IS NOT A SOLUTION TO THE PROBLEM I CURRENTLY AM SITTING IN FOR THE PAST 27 DAYS (648 HOURS) - Do you honestly expect me to understand this kind of reply? 1 you have MY MONEY IN YOUR POSSESSION and 2 you have all the relevant documentation that was requested. WHAT SEEMS TO BE THE PROBLEM???? Is it correct for me to demand my money at this stage?
AJ
Abdurrahman J's update27 Feb 2026, 05:40
Reviewer Update
48hrs have passed now
HOW Long more should I wait?????
Makro is acting as if I had done something wrong or I am wrong for bringing up or taking up an issue which clearly was not my fault. Should I go to the police station and lay a charge of theft???
AJ
Abdurrahman J's update27 Feb 2026, 11:12
Reviewer Update
And now Makro refuses to reply
AJ
Abdurrahman J's update02 Mar 2026, 14:18
Reviewer Update
Today is the 02 March
I have not received any feedback
MAKRO ONLINE ARE *******