No Fridge, No Answers, No Accountability – Makro SA

Item: Makro
Rating: 1
Author: Kendall L

Absolutely appalled by the service from Makro SA. I purchased a fridge via the Makro online store on 31 January, and as of today, 11 February, I still have not received my appliance.

I have called multiple times to follow up on my order, and every single time I am forced to speak to a different consultant who has absolutely no knowledge of my case. I am left re-explaining the entire situation over and over again with no resolution, no accountability, and no clear answers.

In the meantime, I have been forced to live out of a cooler box, buying ice daily just to keep my baby’s necessities cold. This has caused unnecessary stress, inconvenience, and additional expenses that I should never have had to deal with.

To make matters worse, today I received a notification that my refund was approved and will be processed within 14 days — a refund that I NEVER requested. Who authorised this? Why was this decision made without my consent? All I want is the fridge that I paid for, yet nobody can give me a single explanation as to why it has not been delivered. Secondly, this now means I am expected to go an additional 14 days without a fridge because of Makro’s failure to deliver on a paid order.

Not once has a Makro staff member proactively contacted me. Every single follow-up has been initiated by me, the paying customer. This level of customer service is absolutely unacceptable and frankly disgusting.

Someone at Makro needs to take accountability and urgently make contact with me to explain what is going on and how this is going to be resolved.

Helpful (0)

Replies (1)

Kendall L's updateReviewer Update

11 Feb 2026, 12:19

Thank you for your response. However, I must express that the explanation provided is simply not acceptable.

A cancelled order due to “supplier issues” without any prior communication places the customer in a very difficult position. I was not informed of any problem, nor was I offered an alternative solution. Considering that this purchase was for a fridge, an essential household appliance, the lack of urgency and proactive service is extremely disappointing.

It is unreasonable to expect me to wait an additional 14 days for a refund while remaining without a fridge. A more appropriate course of action would have been to notify me immediately of the issue and offer an alternative fridge for urgent delivery. That would have demonstrated accountability and genuine customer care.

Given the volume of negative reviews regarding similar experiences, improving your service should be more than a standard response, it should be an immediate priority with tangible action.

I request that this matter be escalated and that an urgent resolution be provided, whether through expedited refund processing or a suitable replacement option delivered without delay.

I look forward to your prompt response.

Kendall L's update11 Feb 2026, 12:19

Reviewer Update

Thank you for your response. However, I must express that the explanation provided is simply not acceptable.

Given the volume of negative reviews regarding similar experiences, improving your service should be more than a standard response, it should be an immediate priority with tangible action.

I request that this matter be escalated and that an urgent resolution be provided, whether through expedited refund processing or a suitable replacement option delivered without delay.

I look forward to your prompt response.