Makro With Their Pathetic Excuses

Hi,

Thank you for acknowledging that the incorrect item was delivered and that the matter was poorly handled—this is, at least, a step in the right direction.

However, your response still does not address a resolution.

This is not a standard return; it is a fulfilment error on Makro’s side. Referring to a policy about opened items in this context is not applicable. The product was opened out of necessity, as I still needed to feed my cats—unless, of course, the expectation was that they simply wait while this is being “reviewed internally.”

In addition, the product I received is of lesser value than what I paid for, meaning I have been left both inconvenienced and financially prejudiced due to Makro’s error.

I have now explained this multiple times, yet no solution has been provided.

So once again, very clearly:
Will Makro be issuing a full refund, or delivering the correct product?

If neither is going to be done, please confirm that explicitly so I can proceed with further escalation.

I look forward to a response that finally addresses the actual issue.

Hi,

Thank you for your response.

At this stage, repeatedly quoting your returns policy does not change the nature of the issue—it remains a fulfilment error where I did not receive the product I paid for.

As for contacting the store, I have already “been there, done that.” Calls go unanswered, emails lead nowhere, and I am simply redirected in circles with no accountability. Suggesting this again is not a solution—it’s a delay tactic.

To summarise:
• I received the incorrect product
• The product is of lesser value than what I paid for
• I have made multiple attempts through your call centre and store with no resolution

This is not a returns matter—it is a failure to supply the correct goods.

So once again, very clearly:
Will Makro be issuing a full refund, or delivering the correct product?

If neither is going to be done, please confirm that explicitly so I can proceed with formal escalation through consumer channels.

I look forward to a response that moves beyond policy references and actually resolves the issue.

P.S. I spent hours yesterday attempting to contact the Germiston store—calls went unanswered or were simply transferred with no resolution.

Given that the error originated from the store, the lack of accessibility and accountability is concerning. It raises a fair question as to whether the store is equipped or willing to assist when issues arise.

Thank you for your response.

I find it quite concerning that Makro continues to rely on a returns policy in a situation that is clearly not a return, but a fulfilment error.

To clarify for anyone reading:
I paid for a specific product and received something else. The product was opened out of necessity, as I still needed to feed my cats due to Makro’s mistake. This is now being used as the reason to deny any resolution.

I have also been repeatedly referred back to the store, despite multiple failed attempts to contact them—calls go unanswered or are redirected with no outcome. Being told to now visit the store in person, after all of this, is simply not a practical or reasonable solution.

At this point, the situation is straightforward:
Makro has acknowledged the error, but is refusing to correct it.

I remain open to resolution:
• Delivery of the correct product, or
• A full refund

Until then, this matter remains unresolved.

Thank you for the follow-up call.

I now understand that, according to Makro, the correct procedure is for customers to unpack and inspect bulk orders at the delivery vehicle before accepting them—something I’m sure every customer routinely does.

In my case, I ordered 96 packets of specific cat food, received the incorrect product, and am now being told the responsibility lies with me for not identifying Makro’s error immediately at the doorstep.

To recap:
• Makro delivered the wrong product
• The product received is of lesser value
• I am being denied a resolution based on a policy that does not apply
• I am now being told I should have identified the error on delivery

At this point, accountability appears to rest entirely with the customer, regardless of where the error originated.

I remain open to a simple and fair resolution:
• Delivery of the correct product, or
• A full refund

Until then, this matter remains unresolved.

It’s already past midday, and I was told this would be resolved today—how realistic is that?

This has been “escalated” multiple times, yet there’s still no resolution—no correct product, no refund.

At this point, I’d appreciate a real outcome rather than another escalation update.

This remains unresolved.

It’s now well past 48 hours, with no resolution. Promises made and were broken!!

The “Saturday” promise has come and gone, and we’re now at Monday 13:42- still nothing beyond “escalated.”

At this point, it seems escalation is just another word for delay.

For clarity: wrong product delivered, lesser value received, error acknowledged—no refund or replacement.

This remains unresolved.

Let’s recap this absolute masterclass in avoiding responsibility.

My order was delivered incorrectly on Wednesday. I raised the issue on Thursday. We are now well past 48 hours later—and still no resolution.

What I have received, however, is an impressive number of “escalations,” policy copy-pastes, and suggestions that I should have apparently unpacked and audited a bulk order at the delivery vehicle.

Because, of course, that’s completely normal.

So just to summarise Makro’s process:
• Deliver the wrong product
• Acknowledge the mistake
• Provide a product of lesser value
• Refuse to fix it
• Suggest the customer should have caught your error at the doorstep
• Continue “escalating” indefinitely

At this point, “escalation” seems less like a solution and more like a holding pattern.

I’ve spent days following this up, been redirected endlessly, and am still expected to absorb the cost of a mistake that is not mine.

But sure—let’s escalate it again.

For anyone reading: this is how Makro (and by extension Massmart) handles a straightforward fulfilment error.

Still no refund. Still no replacement. Still unresolved.

Thank you for the update.

At this stage, “awaiting feedback from the store” seems to be the default explanation rather than a path to resolution.

Given the repeated lack of response from the store—calls unanswered, no accountability, and no ownership of the issue—it raises serious concerns about the store’s capacity to manage even a straightforward fulfilment error.

More concerning, however, is that despite this, Makro continues to rely entirely on the same store to resolve the matter.

The result is that a clear mistake—delivering the wrong product and of lesser value—remains unresolved, with the customer left to absorb both the inconvenience and the cost.

At this point, this reflects not just a lack of efficiency, but a lack of accountability and urgency in resolving an error that has already been acknowledged.

I remain available for a simple resolution:
• Delivery of the correct product, or
• A full refund

Until then, this remains unresolved.

At this point, it’s difficult to tell whether Makro is unable to resolve this issue—or simply unwilling to.

My order was delivered incorrectly on Wednesday. I raised the issue on Thursday. We are now well beyond 48 hours later, and the only consistent response I have received is that you are “awaiting feedback from the store.”

That would be more reassuring if the store in question had demonstrated even a basic ability to respond. Calls go unanswered, queries are redirected, and there is no sense of ownership or urgency from the very place responsible for the error.

What is particularly concerning is that despite this, Makro continues to rely entirely on the same store to resolve the issue—effectively placing the outcome in the hands of a team that has already shown it lacks the capacity or willingness to assist.

So, to summarise the situation:
• The wrong product was delivered
• The product received is of lesser value than what was paid for
• The error has been acknowledged
• The store responsible cannot be reached or does not respond
• Makro continues to “await feedback” from that same store
• No refund or replacement has been provided

At this stage, “awaiting feedback” feels less like a process and more like a placeholder for inaction.

This is no longer just poor service—it reflects a lack of accountability and a concerning absence of urgency in correcting a clear error.

I have spent days following this up, been redirected repeatedly, and am still expected to wait indefinitely while Makro consults a store that appears unable to manage the situation.

I remain open to a straightforward resolution:
• Delivery of the correct product, or
• A full refund

However, should this continue unresolved, I will proceed with formal escalation through the National Consumer Commission.

Until then, this remains unresolved.

After nearly a week of delays, “escalations,” unanswered calls, and no actual resolution, I am now formally escalating this matter to the National Consumer Commission.

To date:
• Wrong product delivered
• Lesser value received
• Error acknowledged
• No refund or replacement provided

At this point, Makro’s ability to “await feedback from the store” seems far more efficient than actually resolving the issue.

This matter remains unresolved.

After nearly a week of endless “escalations,” broken promises, and absolutely no resolution, it has become very clear that my matter simply does not matter to Makro.

I was contacted by the Germiston floor manager on Thursday, who, concerningly, could not even distinguish between the product I ordered and the incorrect product I received—despite both being stocked on their own shelves.

Promises were made that I would receive feedback. Those promises came and went, much like every other “we’ll get back to you” I’ve heard throughout this process.

In the meantime, because my cats still need to eat while Makro “awaits feedback from the store,” I was forced to go out this weekend and buy the correct cat food myself—meaning I am now financially out of pocket for an error that Makro has already acknowledged.

So, to summarise:
• Wrong product delivered
• Lesser value received
• Error acknowledged
• Customer forced to buy replacement product anyway
• Still no refund or replacement

At this point, the lack of urgency, accountability, and basic empathy from Makro and Massmart is honestly astonishing.

As previously stated, this matter has already been escalated to the National Consumer Commission.

This remains unresolved.

Thank you for confirming, once again, that the “complication” in this situation is that I fed my cats.

Not the fact that Makro delivered the incorrect product.
Not the fact that the incorrect product was of lesser value.
Not the fact that I have spent nearly a week being redirected, ignored, and “escalated.”

No — apparently the real issue is that my cats inconveniently still needed to eat after Makro’s error.

It is genuinely astonishing how much effort has gone into avoiding accountability for what was, initially, a very simple fulfilment mistake.

At this point, the matter has been “with the store,” “awaiting feedback,” and “under escalation” longer than it would probably take to simply correct the error.

For clarity:
• Makro delivered the wrong product
• Makro acknowledged the mistake
• I was forced to purchase the correct food myself
• I am now financially out of pocket
• Still no refund or replacement

This matter has already been escalated to the National Consumer Commission.

I remain fascinated to see how much further this can be dragged out instead of simply resolving it.

Thank you for yet another variation of the same response.

At this point, I could probably recite Makro’s policy on “opened items” myself, considering I’ve had it repeated to me more times than I’ve received actual assistance.

What continues to be ignored is the simple fact that the product was opened because Makro delivered the incorrect item in the first place. Unless the expectation was for my cats to politely wait through a week of “store feedback” and “escalations,” I really had little choice.

What started as a straightforward fulfilment error has now turned into a masterclass in avoiding accountability.

To date:
• Wrong product delivered
• Lesser value received
• Error acknowledged
• Customer forced to buy the correct product separately
• Still no refund or replacement
• Still “awaiting feedback from the store” nearly a week later

At this point, the issue no longer appears to be the cat food — it appears to be Makro’s absolute reluctance to take responsibility for its own mistake.

As previously stated, this matter has already been escalated to the National Consumer Commission.

I remain genuinely curious to see whether a resolution will arrive before the next copy-and-paste response does.

It has now been THREE WEEKS since Makro delivered the incorrect order, and absolutely nothing meaningful has been done.

At this point, the only consistent communication I receive is through HelloPeter — which says a lot in itself. No one from senior management has contacted me, no accountability has been taken, and no resolution has been provided.

I honestly cannot believe that something this simple has been dragged out for THREE WEEKS. A straightforward fulfilment error should not require this level of chasing, escalation, and public pressure to resolve. Clearly, customer care and accountability are not priorities here.

Let’s be very clear:
• I am not responsible for Makro delivering the wrong product
• I do not care that the food was opened — my cats still needed to eat because of YOUR mistake
• The Germiston floor manager was unable to distinguish between the product I ordered and the incorrect product delivered, which is honestly concerning
• I have now lost even more money because I was forced to go out and buy the correct cat food myself while Makro continued “awaiting feedback” for weeks

What started as a simple fulfilment error has turned into an exhausting cycle of copy-and-paste responses, broken promises, and complete lack of accountability.

Three weeks later:
• Wrong product delivered
• Lesser value received
• Error acknowledged
• Customer financially prejudiced
• Still no refund or replacement

Enough is enough.

At this stage, I expect a proper resolution TODAY — not another escalation, not another policy reminder, and not another “awaiting feedback from the store.”

Makro and Massmart should also note that this matter has been escalated further, and they may soon be receiving communication from the Ombudsman regarding the handling of this complaint.

This remains unresolved.

Thank you for what appears to be the exact same response I received previously — just slightly rearranged.

After THREE WEEKS, “awaiting feedback from the store” is no longer an update. It is an excuse.

I have shown more patience than this situation deserves, especially considering this started with a very simple mistake: Makro delivered the wrong product.

Three weeks later:
• Wrong product delivered
• Lesser value received
• Error acknowledged
• Customer forced to spend additional money
• Still no refund or replacement

At this stage, it is becoming impossible not to conclude that Makro simply does not care about resolving customer issues once payment has been received.

The continued reliance on “we are awaiting feedback from the store” is especially concerning considering the store has already demonstrated a complete lack of urgency, accountability, and basic product knowledge throughout this process.

I am not interested in another copy-and-paste apology today.

I want an actual resolution.

As previously mentioned, this matter has already been escalated further and may soon involve direct communication from the Ombudsman regarding the handling of this complaint.

Enough is enough.

Thank you for proving my point so perfectly.

You managed to say “we will revert back as soon as we receive feedback” twice in the same message — which is quite fitting considering I’ve now been receiving the same response for three weeks.

At this stage, the repetition is more reliable than the actual resolution.

Meanwhile:
• Wrong product delivered
• Lesser value received
• Customer forced to spend additional money
• Still no refund or replacement

But rest assured — the matter is still being “followed up.”

Remarkable.

After four weeks of this ongoing saga, I finally received another phone call from Makro — unfortunately, it was just as frustrating and unproductive as every interaction before it.

What I found particularly disappointing was the tone of the call. The representative seemed to find the situation amusing, laughing during the conversation while I am still left financially out of pocket because of Makro’s mistake.

Once again, I received multiple apologies, but still no actual solution.

Instead, I was asked to:
• Count the remaining cat food packets myself
• Calculate the money owed to me myself
• Essentially do Makro’s job for them
• And somehow attempt to return a four-week-old opened order, despite everyone already knowing what the outcome of that will be

It is honestly astonishing that something as simple as delivering the incorrect product has now turned into a month-long exercise in delays, deflection, and complete lack of accountability.

At this point:
• Wrong product delivered
• Lesser value received
• Customer forced to spend additional money
• Endless apologies
• Still no refund or replacement

The lack of urgency, empathy, and professionalism throughout this entire process has been extremely disappointing.

This matter remains unresolved.

Thank you for publicly naming the employee who thought my situation was amusing — unfortunately, days later, I am still waiting for the “solution” he was supposedly following up on.

I also appreciate being provided with the Germiston store contact details yet again, as though this hasn’t already been a month-long cycle of unanswered calls, copy-and-paste responses, and being redirected back to the very store incapable of resolving the issue in the first place.

At this stage, I can only imagine this back-and-forth must be exhausting for the social media team too, especially considering the amount of copying and pasting involved. That said, I can assure you my resilience is lasting significantly longer than Makro’s urgency to resolve this matter.

Four weeks later:
• Wrong product delivered
• Lesser value received
• Customer financially prejudiced
• Endless apologies
• Endless “follow-ups”
• Still no refund or replacement

It is honestly remarkable how something so simple has been handled with such little accountability, professionalism, or care for the customer.

This remains unresolved.

Dearest Makro,

What in all honesty are you trying to do?

I have had 2 collections from The Courier Guy needing to collect what…?

Honestly, it’s time you start communicating properly and do what is right!

To date:
Wrong product delivered
Lesser value product delivered
• Customer financially prejudiced
• Endless apologies
• Endless “follow-ups”
• Still no refund or replacement

It is honestly remarkable how something so simple has been handled with such little accountability, professionalism, or care for the customer.