OM
Otlotleng M
1 reviews | Active since May 2012
29 Oct 2025, 15:23
Ongoing Refund Delay Since 2024 – Violation of Consumer Rights
I am extremely disappointed with Makro’s online service. I have been waiting for my refund since 2024, and despite numerous follow-ups via email, phone calls, and in-store visits, there has been no proper resolution. I even escalated the matter to the Consumer Goods and Services Ombud, after which I finally received a partial refund of R899 on 19 September 2025. However, I am still awaiting the remaining refund of R599. It is completely unreasonable and unacceptable that Makro would process only part of a refund and then go silent about the balance. Under the Consumer Protection Act, a supplier is obligated to process refunds promptly once a return or cancellation has been approved. This ongoing delay, spanning more than a year, shows gross inefficiency and disregard for customers. I expect immediate action to resolve this matter and the remaining amount to be refunded without further excuses. This is just Pathetic Online Service and Violation of Consumer Rights.
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Replies (3)OM
Otlotleng M's updateReviewer Update
31 Oct 2025, 02:00I have gone through this exercise so many times and I hope you’ll be the first to do me right.
I have made multiple follow ups without any response from Makro regarding the second refund payment of R599 that is pending.
The R599 is for Order no. MAK*** (June 2024) whereby I had paid for 5 × 110cm mesh top ironing boards @R599, but only 4 were delivered.
I’ve only received a refund payment of R899 on the 19th of September for order no. MAK*** for the 1 breakfast pack where I only received 2 of the 3 breakfast packs.
I have made multiple follow ups without any response from Makro regarding the second refund payment of R599 that is pending.
The R599 is for Order no. MAK*** (June 2024) whereby I had paid for 5 × 110cm mesh top ironing boards @R599, but only 4 were delivered.
I’ve only received a refund payment of R899 on the 19th of September for order no. MAK*** for the 1 breakfast pack where I only received 2 of the 3 breakfast packs.
OM
Otlotleng M's update31 Oct 2025, 02:00
Reviewer Update
I have gone through this exercise so many times and I hope you’ll be the first to do me right.
I have made multiple follow ups without any response from Makro regarding the second refund payment of R599 that is pending.
The R599 is for Order no. MAK*** (June 2024) whereby I had paid for 5 × 110cm mesh top ironing boards @R599, but only 4 were delivered.
I’ve only received a refund payment of R899 on the 19th of September for order no. MAK*** for the 1 breakfast pack where I only received 2 of the 3 breakfast packs.
I have made multiple follow ups without any response from Makro regarding the second refund payment of R599 that is pending.
The R599 is for Order no. MAK*** (June 2024) whereby I had paid for 5 × 110cm mesh top ironing boards @R599, but only 4 were delivered.
I’ve only received a refund payment of R899 on the 19th of September for order no. MAK*** for the 1 breakfast pack where I only received 2 of the 3 breakfast packs.
OM
Otlotleng M's updateReviewer Update
01 Nov 2025, 18:51Hi, I think you are misunderstanding me. I’m not starting now with you to request for my refund and I’ve heard the same thing that you are saying that the refund was paid into my account. This purchase dates back to May 2024 and I’ve already sent my bank statements from last year for both my Cheque (Dating 9 May to 4 Nov) and my Credit (Dating 6 Mar to 7 May) to Makro multiple times to different people. I consultant this year in August with the Consumer Goods and Services Ombud after I had no joy with Banele and Lusanda from Makro of which Keabetswe attended to my matter and I then got contacted by Ethan Adams from Massmart Service Liaison.
As I’ve already explained that I only received on 19 September 2025 a refund for Order no. MAK*** - Russel Hobbs 6 Piece - Classique NonStick Cookware Set - Ordered 2 @R999 each and was cancelled and Received Refund of R1998.
I haven’t received the refund for Order no. MАK*** - Primaries 33 x 110cm Mesh Top Ironing Board- Ordered 5 @R599 each and only received 4 - No refund received for 1 @R599.
According to you what other bank records do you want, when did you make or rather do you think you made the refund for the R599?
I’ve made multiple follow ups with Ethan Adams from Massmart Service Liaison, he has not responded to any.
As I’ve already explained that I only received on 19 September 2025 a refund for Order no. MAK*** - Russel Hobbs 6 Piece - Classique NonStick Cookware Set - Ordered 2 @R999 each and was cancelled and Received Refund of R1998.
I haven’t received the refund for Order no. MАK*** - Primaries 33 x 110cm Mesh Top Ironing Board- Ordered 5 @R599 each and only received 4 - No refund received for 1 @R599.
According to you what other bank records do you want, when did you make or rather do you think you made the refund for the R599?
I’ve made multiple follow ups with Ethan Adams from Massmart Service Liaison, he has not responded to any.
OM
Otlotleng M's update01 Nov 2025, 18:51
Reviewer Update
Hi, I think you are misunderstanding me. I’m not starting now with you to request for my refund and I’ve heard the same thing that you are saying that the refund was paid into my account. This purchase dates back to May 2024 and I’ve already sent my bank statements from last year for both my Cheque (Dating 9 May to 4 Nov) and my Credit (Dating 6 Mar to 7 May) to Makro multiple times to different people. I consultant this year in August with the Consumer Goods and Services Ombud after I had no joy with Banele and Lusanda from Makro of which Keabetswe attended to my matter and I then got contacted by Ethan Adams from Massmart Service Liaison.
As I’ve already explained that I only received on 19 September 2025 a refund for Order no. MAK*** - Russel Hobbs 6 Piece - Classique NonStick Cookware Set - Ordered 2 @R999 each and was cancelled and Received Refund of R1998.
I haven’t received the refund for Order no. MАK*** - Primaries 33 x 110cm Mesh Top Ironing Board- Ordered 5 @R599 each and only received 4 - No refund received for 1 @R599.
According to you what other bank records do you want, when did you make or rather do you think you made the refund for the R599?
I’ve made multiple follow ups with Ethan Adams from Massmart Service Liaison, he has not responded to any.
As I’ve already explained that I only received on 19 September 2025 a refund for Order no. MAK*** - Russel Hobbs 6 Piece - Classique NonStick Cookware Set - Ordered 2 @R999 each and was cancelled and Received Refund of R1998.
I haven’t received the refund for Order no. MАK*** - Primaries 33 x 110cm Mesh Top Ironing Board- Ordered 5 @R599 each and only received 4 - No refund received for 1 @R599.
According to you what other bank records do you want, when did you make or rather do you think you made the refund for the R599?
I’ve made multiple follow ups with Ethan Adams from Massmart Service Liaison, he has not responded to any.
OM
Otlotleng M's updateReviewer Update
03 Nov 2025, 21:00Hi, After more than a year of delays, repeated follow-ups, requests for private banking information, and only receiving part of my refund, I am no longer willing to continue engaging on this matter.
I have spent enough time, money and energy pursuing what should have been a simple refund. The handling of this process has been extremely disappointing and has shown a lack of respect for my privacy and my time.
Please consider this matter closed from my side.
You may keep the outstanding R599, it is not worth further frustration.
This experience has ensured that I will no longer support Makro online as a customer, It is truly pathetic service.
I have spent enough time, money and energy pursuing what should have been a simple refund. The handling of this process has been extremely disappointing and has shown a lack of respect for my privacy and my time.
Please consider this matter closed from my side.
You may keep the outstanding R599, it is not worth further frustration.
This experience has ensured that I will no longer support Makro online as a customer, It is truly pathetic service.
OM
Otlotleng M's update03 Nov 2025, 21:00
Reviewer Update
Hi, After more than a year of delays, repeated follow-ups, requests for private banking information, and only receiving part of my refund, I am no longer willing to continue engaging on this matter.
I have spent enough time, money and energy pursuing what should have been a simple refund. The handling of this process has been extremely disappointing and has shown a lack of respect for my privacy and my time.
Please consider this matter closed from my side.
You may keep the outstanding R599, it is not worth further frustration.
This experience has ensured that I will no longer support Makro online as a customer, It is truly pathetic service.
I have spent enough time, money and energy pursuing what should have been a simple refund. The handling of this process has been extremely disappointing and has shown a lack of respect for my privacy and my time.
Please consider this matter closed from my side.
You may keep the outstanding R599, it is not worth further frustration.
This experience has ensured that I will no longer support Makro online as a customer, It is truly pathetic service.