Non trust worthy, Undisciplined and Useless service

One star is to much, but I never had another option to continue, Please not the 3rd time I called now , Makro call centre still doesn't know where my package is and if a courier has or will be picking it, they have now escalated to the "relevant department" again like they did before, I missed giving the gift to my son His Birthday because of Makro Subject: Formal Complaint: Appalling Service and Non-Delivery of Online Order OD***

Dear Makro Management,

I am writing this complaint out of sheer frustration and disappointment with the disgusting, unprofessional, and non-transparent service I have received from Makro. Your so-called attempt to become a modern, digital, or delivery-based service is an absolute failure.

Approximately two weeks ago, I placed an order via your online store/app for a Sonic Doll (Order Number: OD***). I received one confirmation email stating that the package would be delivered by 11 October 2025. Guess what — it was never delivered.

I then contacted your call centre, where the staff member who answered was clearly in the middle of a personal joke or conversation with a colleague before quickly trying to regain composure to greet me. After fumbling through the call, she advised she would “escalate” the issue, as she had no idea where my parcel was or why it hadn’t been delivered. She gave me a reference number (1KKIU) and promised feedback. I’m still waiting — nothing has happened since.

I called again, hoping for some progress. This time, the consultant placed me on hold twice for five minutes each time. She then explained that her supervisor was “trying to call the supplier” but received no answer — an excuse that took 10 minutes to deliver. She added that if I ran out of airtime, they would call me back. Honestly, I’ve never heard such an unprofessional and ridiculous statement from a supposed “super retailer.”

If I could rate Makro out of 10 for this experience, it would be -10.

Your after-sales support is a total failure. Your escalation process is a total failure. And now, sadly, your brand — to me — is a total failure. It is unacceptable that international platforms like Temu and local competitors like Takealot manage to operate with far better efficiency, transparency, and professionalism than Makro, which claims to be a trusted South African brand.

What is scary is that I was looking at purchasing a R30k plus lounge suite from Makro and asking to deliver,but now I fear that might also disappear.

Unless there is an immediate resolution and delivery of my order — or a full refund with an official apology — within 48 hours, I will be escalating this matter to HelloPeter, social media platforms, and the Consumer Goods and Services Ombud.

This is a final demand for accountability and action.

Sincerely, Angelo McMahon 📞 ***