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GW
Gia W

1 reviews | Active since Jun 2017

19 Dec 2025, 11:18

MakroSA/MASSMART Online ****

MINUS 100 - don't even have the words....I made an order online. Thinking, lovely nice and easy and eft from my account option! No!!! Not with Makro they take the money then don't even place the order. I had to check only to be told two weeks ago I'm being refunded and to watch my account. Thanks to myself I called everyday only to be told they need proof of payment my ID and proof of account. Which I sent, the very next day they asked for it again...a few days later I call to be told the documents haven't been uploaded that not all it was never escalated because they needy order number. Which the app didn't give me because they did not place the order !!!? Then there next day one appears so I screen shot the ON for them and send it in the am, in the late pm I get a message to say they need the ON typed put or they can not help me HAHAHAHA I AM SO ANGRY! So, I type it out. Then call two days later to be asked for my documents AGAIN aaaand the order number!!! I forgot to say they hung up about five times I spent 3 hours on hold before the unhelpful agents whose fav line are " we understand you're upset" like trained robots and the next line is we have escalated it. Have you trained your agents to lie to customers. Because 3 times I've been told it's been escalated and yet today I've been told 20 days later that they only uploaded my documents 2 days ago...16 days in working days take another day for the holiday = 15 ...still one day over the BS service level agreement timeframe promised 7-14days for refund on ****** MONEY. How do you not prioritise refunds where You the agent do not place the order. I've been blamed for everything like "it's a Capitec error" to " eft errors on the app" WHOSE ERROR IS THAT? Your finance department needs to be chastised how do they not know how to investigate and process timeously. Do you process two client refunds a day at this speed or are you taking money on the daily?

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Replies (9)
GW
Gia W's update22 Dec 2025, 18:06
Reviewer Update
Hi,
I've recieved the email after all this drama.

Are you seriously saying I will receive my funds back into my account an entire month later!!!?
It took you five minutes to remove my funds maybe less. Now you get to earn interest on my funds sitting in your account whilst I've lost double what you've taken due to the inconvenience.

Sorry doesn't not cut it! I've recieved an email only now and this is the message. The same story I've heard over and over probably even ten times via email , call and WhatsApp now.

Oh I'm now furious actually.
GW
Gia W's update23 Dec 2025, 13:44
Reviewer Update
Hello Makro,

Thank you for telling me it's pending with finance ONCE AGAIN. I Heard the very same thing last week when I asked if I'd be refunded before Xmas....so I can get my children's gifts again! Please look at my order and see what I had ordered. I am a single mother of five. I have 3 boys and two girls currently I am low on gifts for my boys so please keep your apologies and pay back my money. One entire month?!
GW
Gia W's update27 Dec 2025, 13:42
Reviewer Update
Hello Makro, as conveyed with my extreme dislike and distrust ! A few days later...yes, with the understanding of Xmas and Boxing day. STILL MY MONEY IS NOT REFLECTING AS A REVERSAL IN MY ACCOUNT. Other trustworthy companies allow the system to reverse automatically which is very precise 7 - 14 working days.

I politely asked you to give me a voucher to assist me with the mess up your "investigations, escalations, finance department" have caused on a basic transaction. Where you took my money, and didn't fulfill my order. In society that is theft and till today. I the customer is still chasing feedback. Yes it is a Saturday but yesterday was a Friday?

Do you have a time frame for your investigations and may I have all my communication records sent to my email on record as well as the telephone recordings. I could provide names dates and times if your system does not file accordingly!?....as well as my money back!!!
GW
Gia W's update29 Dec 2025, 11:37
Reviewer Update
Good day,

Kindly confirm when I can expect my records and the logs of this process[ SLA date , as your refund SLA was 7-14 but we have passed that]? Will it be coming straight from US and take two months for basic authorisation or are our local branches allowed to release the information that is supposed to be provided timeously to customers as and when requested as per all the laws governing our country and our information?!

Please look into your previous messages available for all to see....I have heard this dribble a few days ago.

Give me an exact time line of when I can expect my money back and what compensation you will give me for my inconvenience because this is unacceptable!!! You earn interest on my funds in your account whilst I am having to take funds from everywhere for a gap you created ?!
GW
Gia W's update30 Dec 2025, 12:55
Reviewer Update
Thank you, I am assuming you will give me an official correspondence some time in January 2026 as your service level agreements and promises mean nothing but " we sincerely apologise for the inconvenience and it has been escalated"

Kindly confirm date and or duration it will take to provide my required information requested...recordings and correspondence. I request you treat this as a dated formal request as all other means of communication with Makro has failed. Following this I am going to follow through with legal proceedings as the same repetitive response following a delay in basic communication and and service delivery has failed as well as duration within reason to provide satisfactory feedback with time lines. I have held back as the last agent I spoke to seemed very sincere but this is just put of hand...how is it you are unable to reverse a simple transaction ? With proof and everything you requested and required ?
GW
Gia W's update02 Jan 2026, 14:48
Reviewer Update
Hello, what does PENDING mean and what is the time frame for my PROCESSED REFUND?! I was told it was processed and awaiting finance approval in mid December and as of today 02/01/2026 have not seen or recieved a email or SMS as I was told it would communicated.
GW
Gia W's update03 Jan 2026, 10:54
Reviewer Update
Makro, a refund implies you gave me products!!! You STOLE my money and dis not fulfill my order! Lol please stop lying to people to seem less ********ly inclined. As per the last few weeks. You send a message on a Friday to say it's pending ?
GW
Gia W's update03 Jan 2026, 11:27
Reviewer Update
Thank you...

Please let me know how on the 22/12/2025 my refund was processed and I still haven't recieved it? I was told the hold up may be my bank at one stage. For my bank to tell me no the refund has not been made. Please read up and confirm how I'm refunded two weeks ago, yes accommodating the holidays but I recieved confirmation the refund was processed. Did you process it back into your own account for monthly interest collections? I don't understand because I didn't receive the processed refund! Is there a person that needs to manually go make the deposit into every account or does the same system that took it not reverse the payment as with other stores because this isn't major surgery it's a basic transaction?!

Please help me understand ???
GW
Gia W's update04 Jan 2026, 13:47
Reviewer Update
Yes! I've actually had it with you and your team!!! Makro and its employees are *******.

The email is you regret to inform me that you can not give me my money back because you don't have my documents. I really with Hello Peter had emojis so I could laugh!

I regret to inform you that not communicating does not exempt you from the law and accountability.

My response to you and your finance team is as below and I would expect to have my funds in by the end of business Monday 05/01/2025.


Attached ID DOCUMENT BANK STATEMENT FOR JANUARY[ With the money you stole from my account when you did not fulfill my order on 10/12/2025]
PROOF OF ACCOUNT YOU Debited.
All SENT 11/12/2025 - MAKRO WHATSAPP AND, 12/12/2025 SENT TO CUSTOMER CARE [proof attached in email] Do you have an additional email just incase your agents can not read or find it. There are so many competent youths needing employment. If you're going to ***** and monopolise on such theft atleast have a valid program for skills development within your organisation.