Makro South Africa's Poor customer values

I am absolutely shocked and deeply frustrated with the service I have received from Makro South Africa / Massmart. What I have experienced since 01 December 2025 is unacceptable for any retailer — let alone one of the biggest in the country.

Here is my experience:

Order 1 – Placed 01/12/2025

Samsung Q-Series Soundbar HW-Q930F • Paid in full • Delivery confirmed for 06/12/2025 • Without notice, consent, or communication, Makro CANCELLED my order • A refund was processed WITHOUT contacting me • I had to discover this myself by logging into my account • I phoned in and was promised feedback before end of day — no one contacted me

Order 2 – Delivery Confirmed for 02/12/2025

• I received BOTH SMS and email stating my order would be delivered on 02 December 2025 • I made special arrangements to be home • The delivery never happened • No call, no explanation, no update — yet again, zero communication

After multiple follow-ups (because Makro never contacts me unless I initiate it), I finally spoke to store manager Andries Strydom, who confirmed the following:

👉 Both of my orders were cancelled 👉 Makro provided ZERO communication to me 👉 I was left with no product and no explanation

The worst part?

Makro is STILL holding my money. They benefit from the interest while I have: ❌ No product ❌ No refund yet ❌ No communication ❌ No accountability

This is unfair, *********, and completely unacceptable — especially in December.

Consumer Protection Act Violations:

Makro’s conduct directly violates multiple sections of the Consumer Protection Act (CPA), including: • Section 19 — Right to delivery • Sections 22 & 23 — Right to timely, clear communication • Section 29 — No false or misleading delivery confirmations • Section 48 — Unfair or unjust business practices • Section 54 — Right to quality, timely service

Makro proudly markets themselves as the “best Christmas retailer.” My experience shows the opposite:

❌ No delivery ❌ No communication ❌ No accountability ❌ No respect for customers ❌ No urgency to fix their own mistakes

And as of today, I STILL have not received any follow-up, apology, or feedback from Makro. Nothing.

I am now escalating this matter to the Consumer Goods & Services Ombud, as Makro has shown no willingness to resolve this or take responsibility.

Makro, this has been one of the worst customer experiences I have ever had. The public deserves to know how paying customers are treated.