**MAKRO >> SEVEN DELIVERIES, ONE WRONG REMOTE AND ZERO CONFIDENCE LEFT**

**MAKRO >> SEVEN DELIVERIES, ONE WRONG REMOTE AND ZERO CONFIDENCE LEFT**

Dealing with Makro at every single touchpoint has been painful, inconvenient and incredibly frustrating.

Part 1: The washing machine

I bought a washing machine and TV remote online. The following day, I noticed that the expected delivery date was nearly two weeks away. As I needed the washing machine urgently, I contacted Makro via WhatsApp and explained that I would be happy to collect it from one of their stores instead.

That was all I asked.

After receiving no response from the agent, Okuhle, for approximately 25 minutes, I suddenly received a notification that my refund had been processed. There was no explanation, no discussion and no attempt to assist me with collection.

The best part? The refund can take between 7 and 14 days.

I still needed a washing machine, so I had no choice but to go into a store and buy another one. I was therefore left almost R20,000 out of pocket while waiting for Makro to return my money.

Part 2: Six drivers for one household order

I then ordered some beer, wine and soft drinks for the house using my bank reward points.

It took six different drivers to complete the delivery. The final driver—the poor guy—arrived at my home at 20:15 to deliver six small bottles of Coke.

Six drivers for one relatively straightforward order.

Part 3: The remote

Remember the TV remote?

It was delivered yesterday, bringing the total to seven separate deliveries over two days.

And, of course, it was the wrong remote. It was not even remotely similar in shape or size to the one I ordered.

I have now been told that it could take another four days merely to arrange the return. After that, I might possibly receive the remote I originally ordered.

I simply cannot deal with Makro anymore.

The fact that I am writing this publicly should say everything. I do not normally post complaints on social media, nor do I enjoy adding to the endless stream of negative online commentary. But I have genuinely had enough.

At this point, I have absolutely no confidence in Makro’s ordering, fulfilment, delivery, returns or customer-service processes.

Makro, this is not one isolated mistake. It is an entire customer journey that has failed at virtually every touchpoint.