Never Buy from Makro-Online

Item: Makro
Rating: 1
Author: K D

I have ordered a gas stove from the makro-online website about 2 weeks ago. The item I received (last week Friday) does not match the item I have ordered? The dimensions of the order I received is: 47cm x 10.5cm x 25cm and weighs 2.4kg!! The item I ordered and paid for should be 70cm x 30cm x 15cm and should weigh 8kg (I basically also paid double the price for the item I received in error) I tried numerous times to log this query via "WhatsApp", makro's "online chat platform" and I also phoned the call centre number on the Makro website a couple of times and I eventually spoke to 2 separate consultants (1 being call #***). After the call I still could not get this return logged on the website as an "online item only" order return.. Subsequently, I have sent 2 emails to all the makro online email addresses, explaining in detail the scenario and added screenshots etc with the query which included the product description on the website I ordered, as well as photos of the gas stove I physically received. To date, I have received NO RESPONSE from all 3 email addresses used...! I need somebody to contact me URGENTLY and explain why this is the case and why this order of mine were not filled as per my purchase, which could have been prevented if the process was followed correctly from the supplier side and the necessary checks were in place to prevent these unpleasant experiences. At the moment this points to incompetence and I'm extremely disappointed with this overall service from Makro. Note that I needed this item to complete my business requirements this week, and this will result in me being unable to fulfil my duties/orders before the end of this week!

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Replies (2)

K D's updateReviewer Update

17 Jul 2024, 10:48

Good day,

I received an email from Makro yesterday informing me that the "supplier" has received the package which I couriered last week.

Why should the supplier need to check and validate the item that was not the one I ordered from them through Makro's online service in the 1st place? They are the ones who originally sent the completely wrong item initially. Shouldn't they instruct Makro to issue a refund, since they can clearly verify that the item I ordered does not match what they packaged and sent to me, the customer?

I am the one who ordered the product online from Makro's website, based on the specifications, description, and pictures provided on your e-commerce platform.

Doesn't Makro verify the accuracy of third-party products listed on their system? It seems easy to attribute incompetence to a third-party vendor, or am I misunderstanding this incorrectly?

Furthermore, it now seems I will likely have to wait another week or two for my refund, as Makro has stated that the correct item I originally ordered is suddenly out of stock and discontinued. I explicitly informed Makro's customer service that I do not want a refund; I want the item I ordered.
Was the online item I originally ordered vetted or verified by Makro to ensure the supplier could deliver as promised on behalf of Makro?

To add to the frustration, I had to pay for this item in full during online checkout, which was immediately deducted from my bank account for validation before Makro confirmed the purchase. Now, weeks later, I am still waiting for my "refund," while Makro benefits from the interest on my money in the meantime. This returns process seems to provide companies with interest on funds due to their flawed processes, which negatively impacts the consumer once again!

It is truly disappointing that large corporations wield such dominance over consumers like us, while consumers are left to accept these situations until these companies choose to take responsibility for their poor customer service and internal processes. This appears to be a clear example of inadequate corporate governance and raises questions about ethics.

To compound matters, I made commitments to my customers based on orders placed, and I needed this item to fulfill those commitments. I was unable to do so, resulting in a loss of income for my business.

Had I known this would happen, I would never again order or purchase items from Makro or any of its affiliated companies (such as Builders, Game, etc.).

Makro, take responsibility and accountability for all your business processes, including your online website, poor customer service, inadequate validation of 3 party supplier/dealings.

Just remember that my item confirmation email after payment reflects "Thank you for shopping at Makro".

K D's update17 Jul 2024, 10:48

Reviewer Update